Manager of Customer Success (B2C)

About AIFIAN

AIFIAN is redefining how people discover and invest in global real-world assets, with an emphasis on lifestyle experiences rather than traditional finance. With over 700,000 registered app users, we're on a mission to make premium experiences both accessible and user-friendly, seamlessly integrated into modern life. As we embrace an AI-driven customer success model, we're looking for a hands-on leader who believes in empowering their team to excel and champion innovative support processes.

About the Role

As our Customer Success Manager, you'll guide a 4-person team focused on helping a diverse user base each day — covering onboarding, transaction support, and product know-how. You'll also lead a shift from human-focused support to AI-powered, proactive self-service, freeing up live agents for high-value interactions and anticipating user needs before they arise. In this role, you'll build a high-performing team that fosters strong relationships with our users — ensuring their needs are met and helping them achieve their desired outcomes efficiently.

What You'll Do

• Shape a roadmap for chatbots, automated workflows, and knowledge bases, focusing live-agent resources on complex, high-impact issues.
• Inspire a team culture where everyone can grow, learn, and thrive — encouraging peer mentorship and celebrating each member's success.
• Oversee team performance reviews, 1:1s, and career development plans, including hiring and onboarding new members.
• Manage day-to-day support operations to maintain timely responses, high user satisfaction, and smooth resolution of escalated issues.
• Collaborate with Product, Marketing, and Business teams to address friction points, using user insights to enhance both product and the overall customer journey.
• Track team performance, user satisfaction, and operational metrics, then implement improvements to optimize outcomes.
• Regularly sync with the Chief of Staff to ensure Customer Success priorities align with AIFIAN's broader business objectives.
• Evaluate solutions for increased global coverage, ensuring efficient operations at scale.

Why Join Us

• AI-Centric Transformation: Lead our transition toward proactive self-service, leveraging AI for both efficiency and user delight.
• Cross-Functional Impact: Collaborate with Product, Business, and Marketing to shape the entire user journey through customer insights.
• Autonomy & Innovation: Enjoy the freedom to experiment, iterate quickly, and see the tangible effects of your work on user satisfaction.

What We Look For

• 5+ years (or a proven track record) in customer success, product operations, or related fields — ideally within B2C digital products.
• A track record of leadership qualities — whether through team management, peer mentorship, or influential leadership in prior roles.
• A people-first philosophy — invested in helping team members grow, develop, and celebrate their achievements.
• Familiarity with AI/self-service solutions (chatbots, automation tools) and an eagerness to implement proactive approaches for user success.
• Strong data analysis skills to interpret user feedback and support metrics, driving meaningful process improvements.
• Excellent communication skills, with the ability to simplify complex concepts, inspire peers, and manage stakeholder expectations.
• Ability to thrive in a fast-paced, dynamic environment, balancing multiple priorities and adapting to rapid changes.
• Major Plus: Background in product management or strong product collaboration skills, able to turn user insights into product roadmaps.

At AIFIAN, we foster a collaborative environment devoid of traditional hierarchies. Titles and tenure are set aside as we let our accomplishments speak for themselves. We operate as a united team with a shared objective, constantly pushing each other to excel. Every team member is regarded as a decision-maker, holding autonomy and trust. We believe in the capability of our partners to shoulder responsibilities and contribute their best efforts.