Customer Success Manager

About Veritus

Veritus Agent is building the first fully AI-native voice agent platform for consumer lending and collections. We're a YC-backed team with leadership from Best Egg, PayPal, Divvy, and Lending Club—on a mission to modernize legacy call centers with real-time AI agents that drive higher conversions, lower costs, and better borrower outcomes.

About the role

You'll be the main point of contact for a book of our Growth customers — collection agencies, lenders and fintechs — from kickoff through go-live, renewal and expansion.

Internally, you're the bridge to our Forward Deployed Engineers (FDEs), who build and tune each customer's agents. You turn customer asks into clear requests for the team, and turn build updates back into plain language for the customer.

What you'll do

Own the customer relationship

Serve as the primary point of contact for a book of Growth accounts, with a prescriptive and consultative approach

Run regular check-ins: agent performance, what shipped, what's blocked and what the customer owes us

Send clear recaps after every call so decisions and next steps are never ambiguous

Communicate with every level of the customer's team, from collections floor managers and IT leads to owners and C-level executives

Get agents live and performing

Guide customers through their deployment journey, from kickoff and scoping to go-live, adoption and measurable results

Chase the inputs a launch depends on — scripts, compliance sign-off, data files, phone numbers, integration access — without letting timelines drift

Monitor account health signals (using customer metrics) and step in early when something slips

Translate build updates, trade-offs and timelines back to customers in plain language

Relay customer insights to our engineering team so what we learn in one account improves every agent

Grow the book

Drive pilot-to-annual conversions and renewals across your accounts

Spot and qualify expansion: new channels, a second agent, a new portfolio or client of the customer

Help build our scaled Growth motion — onboarding templates, email cadences and self-serve materials that let one CSM run many accounts well

What we're looking for

2+ years in a customer-facing role at a tech company (customer success, account management, implementation or support) or in lending or collections operations (at a lender, servicer, agency or fintech)

Hands-on experience rolling out automation, AI or contact-center technology to an operations team — and judging whether it's actually working

Excellent written communication: your recaps, emails and tickets are short, specific and impossible to misread

Excellent verbal communication: you can run a call with an agency owner, simplify a technical concept for a non-technical customer, and hold a firm position politely

Maturity and sound judgment: you own mistakes, deliver bad news early, and flag problems before the customer notices them

Comfort managing many accounts and moving parts at once, with a structured way to prioritize what matters today

A data-driven approach to spotting risk early, and comfort in spreadsheets and a CRM

Collaborative, empathetic and low-ego; you like working closely with engineers

Nice to have

Working knowledge of collections: delinquency stages, settlements and payment plans, first- vs third-party collections

Familiarity with collections compliance (FDCPA, Reg F, TCPA) or regulated consumer-finance workflows

Experience with AI agents, conversational AI or contact-center software

Hands-on experience with HubSpot, Linear or similar CRM and ticketing tools

Experience at an early-stage startup

Location and compensation

Location: San Francisco (hybrid in-office)

Base salary: $120,000–$180,000 depending on experience

Equity: meaningful early-stage equity

Benefits: health, dental, vision, 401(k), other perks