# Enterprise Customer Success Manager

**Company**: Fin
**Location**: San Francisco, California
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $186,300 - $222,550
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7981111?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d32beb0c-484

## 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.

Requirements:

- 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:

- Competitive salary and meaningful equity

- Comprehensive medical, dental, and vision coverage

- Regular compensation reviews - great work is rewarded!

- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.

- Flexible paid time off policy

- Paid Parental Leave Program

- 401k plan & match

- In-office bicycle storage

- Fun events for employees, friends, and family!

## Skills

### Required
- AI
- Customer Service
- Business Process Mapping
- Requirements Analysis
- Solution Design
- Technical Acumen
- Commercial Instincts
- Leadership
- Communication
- Problem-Solving

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7981111?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)