# Customer Success Manager, High Touch

**Company**: Fin
**Location**: San Francisco, California
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $150,300-$179,525
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/8157881?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8a77b626-710

## Description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

As a High Touch CSM, 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 the customer’s 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

- 3-5 years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS or Consumption-based Technology companies experience a benefit.

- 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.

The base salary range for candidates within the San Francisco Bay Area is $150,300-$179,525.

## Skills

### Required
- AI/agent-building
- business process mapping
- requirements analysis
- solution design
- customer success
- account management
- strategic consulting

### Nice to have
- SaaS
- Consumption-based Technology

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/8157881?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)