Description
As a Senior Customer Success Manager, you will partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. You will 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.
Your responsibilities will include developing trusted advisor relationships with customers, facilitating requirements gathering and process mapping, collaborating with engineers to translate customer requirements into Fin solution designs, monitoring Fin usage patterns to identify risks and recommend optimizations, maintaining deep product knowledge of Fin's capabilities, and leading Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.
To be successful in this role, you will need 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, ability to simplify and communicate complex problems clearly across audiences, strong prioritization skills, and demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.