Technical Customer Success Manager

Remote (East Coast Preferred) | Full-Time

At Vic.ai, we're transforming finance through AI. Our autonomous accounting platform helps organizations automate accounts payable, eliminate manual work, and give finance teams the insights they need to make better decisions. We believe AI should empower people—not replace them—and we're building a team that shares our passion for innovation, curiosity, and customer success.

As a fast-growing AI company, we move quickly, embrace change, and continuously look for better ways to solve complex problems. If you're energized by technology, enjoy working directly with customers, and love turning data into actionable insights, we'd love to meet you.

We're looking for a Technical Customer Success Manager to become a trusted advisor to our customers throughout their journey with Vic.ai. In this role, you'll combine analytical thinking, technical aptitude, and consultative problem-solving to help customers maximize the value of our platform.

You'll analyze customer data, identify opportunities for optimization, guide operational improvements, manage platform configurations, and support technical changes such as integrations and AIPass configuration. You'll work cross-functionally with Product, Engineering, and Implementations to ensure customers achieve meaningful business outcomes.

This role is ideal for someone who enjoys solving complex problems, learning new technologies, and partnering closely with customers to drive measurable impact.

• Own the technical success and ongoing optimization of a portfolio of customers, serving as the primary technical point of contact and trusted advisor throughout their Vic.ai journey.

• Analyze customer data to uncover trends, identify opportunities, and deliver actionable recommendations.

• Translate technical findings into clear business insights for both technical and non-technical audiences.

• Become a subject matter expert on the Vic.ai platform and customer workflows.

• Configure and optimize customer environments, including managing configuration updates and integration changes within AIPass.

• Partner with customers to improve business processes and maximize platform adoption.

• Troubleshoot complex customer issues, coordinating with Product and Engineering as needed.

• Use AI-powered tools and analytics platforms to improve efficiency and enhance customer outcomes.

• Develop best practices, documentation, and repeatable processes that improve the customer experience.

• Collaborate with Product, Engineering, and Implementations to advocate for customer needs and influence product improvements.

• Stay current on emerging AI technologies and identify opportunities to leverage them internally and with customers.

• 3+ years of experience in Technical Consulting, Solutions Consulting, Professional Services, Technical Account Management, Customer Success, or a similar customer-facing technical role.

• Strong data literacy with the ability to analyze complex datasets, understand relationships between data sources, uncover trends and opportunities, and translate technical findings into business recommendations that improve customer outcomes.

• Experience working with SaaS products and enterprise customers.

• Excellent communication skills with the ability to explain technical concepts in a business-friendly way.

• Experience managing multiple customer priorities in a fast-paced environment.

• Strong project management and organizational skills.

• Experience with analytics or business intelligence tools such as Metabase, Looker, Power BI, Tableau, or similar platforms.

• Comfortable working with CSV data, APIs, integrations, and software configuration.

• Familiarity with SQL.

• Experience using modern AI tools such as Claude, Cursor, MCP, ChatGPT, or similar technologies to improve productivity and problem-solving.

• Previous experience in consulting, business transformation, or operational advisory roles.

• Experience working with finance, accounting, or ERP systems is a plus.

• You're naturally curious and enjoy digging into data until you understand the "why."

• You embrace new technology and enjoy learning emerging AI tools.

• You think like a consultant, not just a support resource.

• You balance technical depth with exceptional customer communication.

• You proactively identify opportunities to improve customer outcomes.

• You thrive in ambiguity and enjoy solving challenging problems.

• You're collaborative, resourceful, and comfortable working across multiple teams.

• Help shape the future of AI in enterprise software.

• Work alongside talented, collaborative teammates who are passionate about innovation.

• Influence how customers adopt AI and transform their finance operations.

• Competitive compensation, equity, and comprehensive benefits.

• Flexible remote-first culture with opportunities to collaborate across teams.

• A company that values curiosity, ownership, continuous learning, and putting customers first.

If you're excited about combining technology, analytics, AI, and customer consulting to help organizations work smarter, we'd love to hear from you.