Senior Customer Success Manager

What's the opportunity?

As a Strategic 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.

This role is an opportunity to shape how the world’s leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.

Responsibilities

• Own the retention and health of a portfolio of strategic customers. Track leading indicators (Fin resolution rate, involvement, CSAT, adoption breadth, stakeholder engagement), flag risk early, and run mitigation plans to secure renewals in partnership with Account Management.
• Drive measurable value realization by tying Fin’s performance to each customer’s business outcomes (cost savings, team capacity, customer experience), and make that ROI visible to executive sponsors at every stage of the relationship.
• Build and prioritize an Automation Roadmap for each customer, balancing competing demands to deliver outcomes across your portfolio.
• Develop trusted advisor relationships from the C-suite to individual contributors, and multi-thread accounts so success doesn’t depend on a single champion.
• Lead requirements gathering and process mapping of customers’ standard operating procedures, and document them in clear, precise and actionable terms.
• Partner with engineers to turn customer requirements into Fin solution designs, and guide customers on configuration best practices, knowledge strategy and prompt design.
• Analyze Fin usage and performance data to find optimization opportunities, close resolution gaps and uncover expansion use cases.
• Lead Success Plans, QBRs/EBRs and strategic planning sessions that align Fin’s roadmap with the customer’s goals.
• Keep deep product knowledge of Fin’s fast-expanding capabilities and stay aware of where the AI-agent market is heading, so you can position Fin against alternatives.
• Act as the Voice of the Customer internally, turning customer insights into product feedback and shaping our solutions strategy.
• Mentor other CSMs and help shape the playbooks and best practices of a growing team.

What skills do I need?

• 8+ 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.
• 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 OTE range for candidates within the New York or San Francisco Bay Area is $186,300 $207,000. 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 $167,670- $186,300. 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).

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