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Fin is an AI Customer Agent company delivering 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 build trusted advisor relationships with C-suite and executive-level contacts across global customer organizations. Your core responsibilities include developing comprehensive customer success plans, conducting quarterly business reviews and executive business reviews, driving product adoption strategies, and identifying expansion opportunities within your book of business. You'll act as the voice of the customer internally, providing feedback on how Fin can better serve strategic accounts.
Key activities include guiding customers through their entire Intercom journey, leading change management initiatives for AI product adoption, reducing churn through early risk identification and mitigation, and serving as a thought leader on customer support industry trends and AI implementation best practices. You'll collaborate closely with the account team including sales, partners, and solution engineers to ensure successful outcomes.
The role requires 8+ years of customer-facing experience in customer success, account management, or strategic consulting, ideally within SaaS or consumption-based technology companies. You should have deep expertise in SaaS business models, proven ability to establish trusted advisor relationships with enterprise stakeholders, and experience using success plans to align business strategy and identify success metrics. Strong communication skills, self-motivation, and relationship-building capabilities are essential.
