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Salary: USD 150,300 - 179,525 / annual
Fin is an AI Customer Agent company that helps businesses deliver exceptional customer experiences through its AI-powered support platform. As a High Touch Customer Success Manager, you will partner with Fin's largest and most complex enterprise customers to guide their transformation to AI-driven customer service.
You will develop trusted advisor relationships with C-suite leaders and support teams, helping them achieve strategic outcomes aligned to their business goals. Your responsibilities include facilitating requirements gathering and process mapping for customers' standard operating procedures, collaborating with engineers to translate customer needs into Fin solution designs, and guiding customers on configuration best practices and prompt strategy.
You will monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities. You'll maintain deep product knowledge of Fin's expanding AI capabilities and stay market-aware of the evolving AI-agent industry. You will lead Success Plans, quarterly business reviews, and strategic planning sessions with customers, while prioritizing competing demands to drive the highest-value outcomes across your portfolio.
Key responsibilities include acting as the Voice of the Customer internally, advocating for customer needs and shaping solution strategy. You'll simplify and communicate complex problems clearly across diverse audiences and demonstrate success driving adoption, process improvement, and measurable outcomes for enterprise customers.
Required qualifications include 3-5 years of relevant experience in customer success, account management, or strategic consulting, preferably in SaaS or consumption-based technology companies. You should have experience with business process mapping, requirements analysis, and solution design. Strong technical acumen and passion for AI and agent-building are essential (coding not required). You must demonstrate excellent prioritization skills, self-motivation, adaptability, and curiosity.
