Customer Success Manager, High Touch

Fin's AI Customer Agent enables businesses to deliver impeccable, always-on customer support across the customer journey. As a Strategic CSM, you'll work with large and complex customers to help them realise the full value of their Intercom investment and transform their approach to customer service.

You'll build strong relationships with key customers, lead them through their Intercom customer journey, and guide them over hurdles to deliver value realisation. You'll use your solution expertise to enable customers to overcome challenges and act as a trusted advisor for the changes they need to make.

Responsibilities:

• Develop trusted advisor relationships with high-value customers at C-suite and executive levels
• Guide customers and Fin account teams to develop customer Success Plans
• Be an expert and advisor on Fin products and solutions
• Engage with customers to unlock early and sustained product adoption and success
• Develop and execute adoption strategies for high-value accounts
• Reduce churn and contraction through early risk identification and mitigation
• Identify growth opportunities for Fin's AI products
• Be a customer support industry and AI thought leader

Requirements:

• 8+ years of relevant work experience in customer-facing customer success, account management, or strategic consulting
• Experience with SaaS business models and complex enterprise customer needs
• Ability to establish yourself as a trusted advisor with customer partners
• Experience using Success Plans to align goals and identify success metrics
• Ability to understand and communicate complex problems clearly
• Self-motivated and entrepreneurial team player
• Experience building lasting relationships with customers and colleagues