SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
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 that resolve complex issues end-to-end with minimal setup. 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 the company's largest and most complex enterprise customers to guide their AI-driven customer service transformation. You'll work directly with C-suite leaders and support teams to scope projects, drive adoption, optimize automation rates, and deliver measurable business outcomes aligned to their strategic goals.
Key responsibilities include: developing trusted advisor relationships across customer organizations; facilitating requirements gathering and process mapping; collaborating with engineers to translate customer needs into Fin solution designs; monitoring usage patterns to identify risks and expansion opportunities; maintaining deep product knowledge of Fin's expanding AI capabilities; leading Success Plans, QBRs, and strategic planning sessions; managing competing priorities across a customer portfolio; and serving as the Voice of the Customer internally to shape product 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 complex problems for diverse audiences; strong prioritization and portfolio management skills; demonstrated success driving adoption and measurable outcomes for enterprise customers; and self-motivation with high adaptability and curiosity.
Fin operates on a hybrid model with expectations to be in the London office at least three days per week. The company offers competitive salary and equity, unlimited access to AI tools, pension matching up to 4%, comprehensive health and dental insurance, open vacation policy, paid parental leave, and other standard benefits.
