Senior Customer Success Manager

<div class="content-intro"><p><a href="https://fin.ai/">Fin</a> is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.</p> <p>Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.</p> <p>Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.</p></div><h2><strong>What's the opportunity? </strong> </h2> <p>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. </p> <p>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.</p> <h2><strong>Responsibilities</strong></h2> <ul> <li>Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).</li> <li>Facilitate requirements gathering and process mapping for standard operating procedures; document in clear, precise, and actionable terms.</li> <li>Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.</li> <li>Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities. </li> <li>Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.</li> <li>Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.</li> <li>Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.</li> <li>Be the Voice of the Customer internally, a