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.