# Enterprise Customer Success Manager

**Company**: Fin
**Location**: London, England
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7994422?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_059a7412-669

## Description

As an Enterprise CSM, you'll partner with our largest and most complex enterprise customers to help them succeed in the new era of AI-driven customer service. You'll work with C-suite leaders and their teams to guide them through their AI Agent transformation with Fin , as both a Customer Agent and a Service Agent , from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.

Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts.)

Facilitate requirements gathering and process mapping for the customer's standard operating procedures; document in clear, precise, and actionable terms.

Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both.

Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.

Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.

Maintain deep product knowledge of Fin's fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.

Lead Success Plans, QBRs/EBRs, and strategic planning sessions with executive stakeholders hold yourself and your customers accountable to clearly defined milestones and measurable outcomes.

Quantify and communicate customer value through ROI metrics, outcome narratives, and executive briefings , building compelling business cases for continued and expanded investment.

Partner with Sales and Renewals to protect GRR, drive growth and progress further exposure of Fin to our customers' challenges.

Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.

Be the Voice of the Customer internally, advocating for customers' needs and shaping our solutions strategy.

## Skills

### Required
- business process mapping
- requirements analysis
- solution design
- AI
- customer service
- transformation architecture
- engineering
- configuration best practices
- prompt strategy
- product knowledge
- market awareness
- ROI metrics
- outcome narratives
- executive briefings
- business cases
- GRR
- growth
- exposure
- prioritization
- customer portfolio

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7994422?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)