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Fin is an AI Customer Agent company building the highest-performing AI customer support solution on the market. The company enables businesses to deliver always-on customer support across service, sales, and ecommerce channels, powered by proprietary AI models. Founded in 2011, Fin is one of the largest private software companies globally with nearly 30,000 customers.
As a Senior Customer Success Manager (Strategic CSM), you will partner with Fin's largest and most complex enterprise customers to drive successful AI-driven customer service transformations. You'll work directly with C-suite leaders and support teams to guide them through their AI Agent adoption journey—from initial project scoping and requirements gathering through measurable adoption, optimization, and business outcomes.
Key responsibilities include: developing trusted advisor relationships with customers across all levels; facilitating requirements gathering and process mapping for standard operating procedures; collaborating with engineers to translate customer needs into Fin solution designs and configuration best practices; monitoring usage patterns to identify risks and expansion opportunities; maintaining deep product knowledge of Fin's expanding capabilities and the broader AI-agent industry; leading Success Plans, QBRs, and strategic planning sessions; prioritizing competing demands across your customer portfolio; and serving as the Voice of the Customer internally to shape solutions strategy.
You'll need 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles. Required skills include business process mapping, requirements analysis, and solution design expertise; strong technical acumen and passion for AI/agent-building (coding not required); ability to simplify and communicate complex problems across diverse audiences; strong prioritization and portfolio management skills; demonstrated success driving adoption and measurable outcomes for enterprise customers; and self-motivation, adaptability, and curiosity.
Fin operates on a hybrid model with expectations to be in the Dublin office at least three days per week. The company offers competitive salary and equity, unlimited access to AI tools, comprehensive benefits including pension matching, health/dental insurance, open vacation policy, paid parental leave, and cycle-to-work schemes.
