Founding Customer Success Manager

About Veritus

Veritus is the AI communications platform for financial services: voice, text, email, and chat agents designed for compliant conversations. Lenders, collectors, and servicers use Veritus across the full customer lifecycle: acquiring borrowers, servicing loans 24/7, running collections at a fraction of the cost, and handling customer service across every channel. 

Backed by YC, Crosslink, Threshold, and a roster of great investors, we’re already live with ~dozen clients across origination, servicing, and collections use cases and growing quickly.

The role

You are the first Customer Success hire at Veritus. Your job will be to work closely with our CEO and COO to handle large enterprise relationships with our clients across the lending industry, help guide their AI deployment strategy, take an AI-first approach to building out the customer success function, and ensure we have a professional machine to convert pilots to annual contracts and to drive upsells across our customer base. 

We pride ourselves on having deep subject-matter expertise and technical understanding, and on taking a consultative approach to helping our clients succeed. We expect everyone to drive hard to do whatever it takes to ensure our clients love us and that we win their business. 

What you'll own in the first 12 months

• Zero churn across our client book. No logo lost, no quiet downgrades.
• Work with large enterprise accounts to go from pilot to annual contracts and from one use case to many. 
• Stand up the Veritus CS operating system in your first 90 days: Pylon live, account health scoring in place, QBR cadence running, playbooks documented for the top 3 customer workflows.
• Automate 80% of routine CS touchpoints (status updates, health reports, recurring check-ins) using AI. Measured in hours back per CSM-equivalent per week.
• Build an early-warning system that flags at-risk accounts 
• Close named expansion deals within the existing book in the first 6 months.
• Quarterly account plans for all clients that the FDE team, sales, and leadership all align on. 

Who you are

We expect every strong candidate to demonstrate four essentials:

1. Customer relationship ownership at the enterprise level. You're credible across the table from a CFO, COO, or Head of Collections, whether at a mid-market fintech or a tier 1 bank. You walk in as a peer-level operator, not a junior handoff. Clients are glad to take your call.
2. You understand what it will take to build a CS function from scratch. Health scoring, playbooks, tooling, QBR cadence - you’ll be able to quickly come in and build out the right processes.
3. AI-first by instinct. You default to AI to multiply output before adding headcount. You can name specific workflows you've automated and the hours you got back.
4. Lending, collections, or fintech domain fluency. Or a track record of getting fluent fast in a regulated, technical buyer's world.