# Enterprise Customer Success Manager **Company**: Fin **Location**: Dublin, Ireland **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Engineering **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/intercom/jobs/7980800?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_ce2deee7-e00 ## Description As an Enterprise CSM, you'll partner with our largest and most complex enterprise customers to help them succeed in the new era of AI-driven customer service. You'll work with C-suite leaders and their teams to guide them through their AI Agent transformation with Fin , as both a Customer Agent and a Service Agent , from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes. This role is an opportunity to shape how the world's leading companies deploy AI to transform their customer and support operations , and to achieve strategic outcomes aligned to their business goals. Responsibilities: - Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts. - Facilitate requirements gathering and process mapping for the customer's standard operating procedures; document in clear, precise, and actionable terms. - Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both. - 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 executive stakeholders hold yourself and your customers accountable to clearly defined milestones and measurable outcomes. - Quantify and communicate customer value through ROI metrics, outcome narratives, and executive briefings , building compelling business cases for continued and expanded investment. - Partner with Sales and Renewals to protect GRR, drive growth and progress further exposure of Fin to our customers' challenges. - 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. What skills do I need? - 10+ 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 at enterprise scale. - Strong technical acumen and genuine passion for AI , comfortable engaging with technical concepts and holding meaningful conversations with engineering and product teams (coding not required). - Ability to evaluate AI performance data , automation rate, resolution rate, CSAT deflection , and translate metrics into compelling business outcomes. - Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executive audiences. - Ability to simplify and communicate complex problems clearly across audiences , from technical teams to boards. - Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms. - Ability to apply a deep understanding of product roadmap to enhance customers' automation strategies and deliver measurable outcomes. - Proven ability to manage multi-threaded Success Plans across complex enterprise accounts, aligning multiple stakeholders and workstreams to drive coordinated outcomes. - Self-motivated, adaptable, and intellectually curious , a leader among peers with a high level of self-efficacy. Benefits We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! - 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 Success Management - AI-driven customer service - Business process mapping - Requirements analysis - Solution design - Technical acumen - AI performance data evaluation - Commercial instincts - Large-scale enterprise transformation - Product roadmap application --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7980800?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)