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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 driving revenue, retention, and expansion within the mid-market customer segment. You will hire, onboard, and develop high-performing account managers who guide customers through AI adoption and drive multi-threaded expansion opportunities.
Key responsibilities include:
**Team Leadership & Development**: Build an AI-fluent team by hiring and coaching Relationship Managers to lead value-based conversations across mid-market accounts. Develop a culture of curiosity and continuous improvement as AI capabilities evolve. Inspire high standards of performance and accountability.
**Revenue Ownership**: Own your team's revenue number with accountability for renewals, expansion, and pipeline generation. Establish strong forecasting discipline, deal inspection, and operational rigor. Ensure CRM hygiene and adherence to sales processes. Balance near-term execution with long-term team development.
**Modern, Value-Based 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. Raise the bar on technical credibility and commercial rigor.
**Cross-Functional Partnership**: Work closely with Product, Enablement, RevOps, Marketing, and Customer Success to support AI-driven go-to-market changes. Surface customer insights related to AI adoption and success patterns. Contribute to improving sales processes and tooling.
Required qualifications: 4+ years sales management experience, SaaS quota-carrying sales background, 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/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.
