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Fin (part of Intercom) is an AI Customer Agent company transforming how businesses deliver customer support. The company has nearly 30,000 global customers and is one of the largest private software companies in the world.
This role leads and scales a team of Mid-Market Relationship Managers responsible for the mid-market customer segment. You will own revenue performance including renewals, expansion, and pipeline generation while developing high-performing account managers through periods of product and go-to-market evolution.
Key responsibilities include:
**Team Leadership & Development**: Hire, onboard, and coach Relationship Managers to lead multi-threaded, value-based conversations across mid-market accounts. Develop a culture of curiosity and continuous improvement as AI capabilities evolve. Inspire high standards of performance, accountability, and customer focus.
**Business Performance**: Own your team's revenue number with accountability for renewals, expansion, and pipeline generation. Establish strong forecasting discipline, deal inspection, and operational rigor. Ensure consistent CRM hygiene and adherence to sales process. Balance near-term execution with long-term team development.
**Value-Based & Technical Selling**: Coach reps to sell outcomes and value, particularly where AI differentiates Fin. Build business cases for AI adoption tied to efficiency, cost savings, and growth. Partner with Enablement and Product to translate AI capabilities into customer-facing narratives. Identify cross-sell and expansion opportunities.
**Cross-Functional Partnership**: Work closely with Product, Enablement, RevOps, Marketing, and Customer Success to support AI-driven GTM changes. Surface customer insights related to AI adoption, objections, and success patterns. Contribute to improving sales processes and operating rhythm.
Required qualifications: 4+ years sales management experience, SaaS selling in quota-carrying environments, experience managing and developing revenue-owning individual contributors, strong coaching and talent development skills (particularly with mid-market account executives), demonstrated ability to forecast and operate with rigor at scale, comfort leading teams through change.
Nice to have: Small Business/Scale/Commercial sales experience, exposure to technical or AI-enabled products, familiarity with structured sales methodologies (MEDDPICC, Command of the Message), experience helping customers adopt new technology.
