# Senior Customer Success Manager

**Company**: Fin
**Location**: Dublin, Ireland
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Success
**Industry**: Software

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7600671?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_267bcbce-a36

## Description

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

Responsibilities:

- Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).

- Facilitate requirements gathering and process mapping for standard operating procedures; document in clear, precise, and actionable terms.

- 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 the customer.

- 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.

Requirements:

- 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.

- Experience with business process mapping, requirements analysis, and solution design.

- Strong technical acumen and passion for AI/agent-building (coding not required).

- Ability to simplify and communicate complex problems clearly across audiences.

- Strong prioritization skills to effectively manage a broad portfolio of customer accounts while delivering depth of impact.

- Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.

- Self-motivated, adaptable, and curious team player with a high level of self-efficacy.

Benefits:

- Competitive salary and equity in a fast-growing start-up

- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

- Regular compensation reviews - we reward great work!

- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.

- Pension scheme & match up to 4%

- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

- Open vacation policy and flexible holidays so you can take time off when you need it

- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too

- MacBooks are our standard, but we also offer Windows for certain roles when needed.

## Skills

### Required
- customer-facing experience
- management consulting
- strategy
- advisory
- enterprise SaaS CSM
- business process mapping
- requirements analysis
- solution design
- technical acumen
- AI/agent-building
- problem-solving
- prioritization
- self-motivation
- adaptability
- curiosity

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7600671?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)