# Senior Customer Success Manager

**Company**: Fin, now part of Salesforce
**Location**: Chicago, Illinois, Illinois
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $167,670-$186,300
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/8279357?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_4c86b2a5-72e

## Description

Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.

As a Senior Customer Success Manager, you'll partner with large and 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.

## Responsibilities

- Own the retention and health of a portfolio of strategic customers.

- Track leading indicators, flag risk early, and run mitigation plans to secure renewals in partnership with Account Management.

- Drive measurable value realization by tying Fin's performance to each customer's business outcomes.

- Build and prioritize an Automation Roadmap for each customer.

- Develop trusted advisor relationships from the C-suite to individual contributors.

- Lead requirements gathering and process mapping of customers' standard operating procedures.

- Partner with engineers to turn customer requirements into Fin solution designs.

- Analyze Fin usage and performance data to find optimization opportunities.

- Lead Success Plans, QBRs/EBRs and strategic planning sessions.

- Keep deep product knowledge of Fin's fast-expanding capabilities.

- Act as the Voice of the Customer internally.

- Mentor other CSMs and help shape the playbooks and best practices of a growing team.

## 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.

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

- Strong prioritization skills.

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

- Self-motivated, adaptable, and curious team player.

The OTE range for candidates within the Greater Chicago Area is $167,670-$186,300.

## Benefits

- Competitive salary and benefits package.

- Opportunities for professional growth and development.

- Collaborative and dynamic work environment.

Fin has a hybrid working policy, with employees expected to be in the office at least three days per week.

## Skills

### Required
- AI
- customer service
- business process mapping
- solution design
- communication
- prioritization

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/8279357?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)