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Salary: USD 135,270 - 161,575 / annual
Fin is an AI Customer Agent company building the highest-performing AI customer support platform on the market. As a High Touch Customer Success Manager, you'll partner with Fin's largest and most complex enterprise customers to guide their AI-driven customer service transformation.
You'll work directly with C-suite leaders and support teams to drive successful adoption of Fin's AI Agent across their organization. Your responsibilities include developing trusted advisor relationships with key stakeholders, facilitating requirements gathering and process mapping to understand customer needs, and collaborating with engineering teams to translate those requirements into optimized solution designs.
You'll monitor usage patterns to identify risks and expansion opportunities, maintain deep product knowledge of Fin's evolving AI capabilities, and lead strategic planning sessions including Success Plans and QBRs. You'll manage a portfolio of high-value accounts while prioritizing competing demands to deliver measurable business outcomes. Additionally, you'll serve as the Voice of the Customer internally, advocating for customer needs and shaping product strategy.
The ideal candidate has 3-5 years of experience in customer success, account management, or strategic consulting, preferably in SaaS or consumption-based technology. You should have strong business process mapping and requirements analysis skills, technical acumen with passion for AI and agent-building (coding not required), and the ability to simplify complex problems for diverse audiences. You'll need demonstrated success driving adoption and measurable outcomes for enterprise customers, along with strong prioritization and self-motivation.
Fin operates on a hybrid model with expectations to be in the Chicago office at least three days per week. The company offers competitive benefits, stock options (RSUs), and a collaborative culture focused on delivering customer value.
