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Fin is an AI Customer Agent company providing the highest-performing AI customer support solution on the market. This Strategic Customer Success Manager role focuses on high-touch engagement with Fin's largest and most complex enterprise customers, helping them realize maximum value from their Intercom and Fin AI investments.
You will develop trusted advisor relationships with C-suite and executive-level contacts across global customer organizations. Your responsibilities include building and executing comprehensive customer success plans, conducting quarterly business reviews and executive business reviews, developing adoption strategies for AI products, and identifying expansion opportunities within your customer portfolio.
Key activities involve guiding customers through their entire Intercom journey, managing change adoption across multi-layered teams, reducing churn through early risk identification and mitigation, and serving as a voice of the customer to inform product development. You'll work cross-functionally with sales, solution engineers, and partners to ensure customers achieve their strategic objectives and maximize ROI on their Fin platform investment.
The role requires deep expertise in SaaS business models, enterprise customer success methodologies, and the ability to communicate complex technical and business concepts to diverse stakeholder groups. You'll act as a thought leader in customer support and AI, sharing industry insights and best practices with your customer base and internal teams.
