# Principal Customer Success Manager

**Company**: Fin, now part of Salesforce
**Location**: Chicago, Illinois, Illinois
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $200,070 - $247,000
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/8324859?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_df3f2cb9-5af

## Description

Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.

As a Principal Customer Success Manager, you’ll partner with large enterprise customers to transform their customer service with AI.

## Responsibilities

- Own the health, success strategy, and retention of a portfolio of strategic enterprise customers, partnering closely with Account Management on renewal plans.

- Build relationships across executive sponsors, operational leaders, technical teams, and frontline users.

- Lead executive conversations, strategic planning, QBRs/EBRs, and success-plan reviews that connect Fin’s roadmap and performance to customers’ business priorities.

- Drive measurable value realization by tying Fin’s outcomes to customer goals such as cost savings, team capacity, customer experience, and service quality.

- Develop and prioritize customer-specific AI and automation roadmaps, aligning business objectives, operational readiness, technical dependencies, and measurable milestones.

- Guide complex enterprise implementations and adoption programs, including requirements gathering, process mapping, and documentation of workflows across teams, systems, or regions.

- Partner with Solutions Engineering, Product, Support, and other internal teams to translate customer requirements into effective Fin solution designs.

- Monitor leading indicators such as Fin resolution rate, involvement, CSAT, adoption breadth, and stakeholder engagement.

- Analyze usage and performance data to identify optimization opportunities, close resolution gaps, and uncover expansion use cases.

- Maintain deep knowledge of Fin’s evolving capabilities and the AI-agent market, using that expertise to advise customers and position solutions against alternatives.

- Represent the Voice of the Customer internally, translating enterprise customer needs into actionable product feedback and influencing our solutions strategy.

- Mentor other CSMs and contribute to the playbooks, operating practices, and standards of a growing enterprise Customer Success team.

## What skills do I need?

- 8+ years of customer-facing experience in enterprise Customer Success, strategic account management, management consulting, strategy, or a related advisory role.

- Demonstrated experience working with large enterprise clients, including complex organizations, senior stakeholders, and multi-team or cross-functional programs.

- A track record of building executive relationships and influencing decisions across a range of customer stakeholders, from C-suite leaders to operational and technical teams.

- Demonstrated success driving adoption, retention, process improvement, and measurable business outcomes for enterprise customers.

- Experience with business process mapping, requirements analysis, solution design, or complex technology implementations.

- Strong commercial judgment and the ability to connect product performance and customer outcomes to ROI, renewal strategy, and expansion opportunities.

- Strong technical acumen and a genuine interest in AI, automation, and agent-building.

- Ability to simplify complex problems and communicate clearly with both executive and technical audiences.

- Excellent prioritization and program-management skills, with the ability to manage competing priorities across a strategic customer portfolio.

- Self-motivated, adaptable, and curious, with the judgment and ownership to operate effectively in a fast-changing environment.

- A collaborative team player who can influence across functions, advocate for customers, and help elevate the work of the broader team.

The OTE range for candidates within the New York or San Francisco Bay Area is $222,300- $247,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). The OTE range for candidates within the Greater Chicago Area is $200,070 - $222,300.

## Skills

### Required
- AI
- automation
- agent-building
- business process mapping
- requirements analysis
- solution design
- complex technology implementations
- strategic account management
- management consulting
- strategy

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