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Salary: USD 139,300 - 166,400 / annual
Fin (now part of Salesforce) is building the highest-performing AI Customer Agent on the market, enabling businesses to deliver impeccable, always-on customer support across service, sales, and ecommerce. The AI Agent Fin resolves complex customer issues end-to-end across every channel with minimal setup and integration.
As a Senior Partner Services Manager, you will share ownership of the implementation process alongside Service Delivery Partners, ensuring customers implement Fin's suite of AI tools to solve their most complex problems and drive incredible value for their business. This role has outsized impact on the company and the customer experience.
Key responsibilities include:
- Act as the Fin owner of partner-delivered services projects and liaison ensuring Service Delivery Partners have a positive experience working with Fin
- Onboard and certify new Service Delivery Partners on Fin's product, methodology, and delivery standards; continually uplevel existing partners as the product and best practices evolve
- Enable partners to facilitate discovery of complex customer objectives and requirements, translating them into deployment plans
- Enable partners to execute tailored AI-first customer service strategies based on customer goals and drive product adoption of AI features
- Work closely with partners to drive success by exceeding portfolio KPIs (Partner CSAT, Fin Outcomes, Escalation Rate, Project Management Compliance)
- Own escalation and risk communication for at-risk projects, driving intervention and solutions while keeping Deployment Services and Sales leadership informed
- Drive overall efficiency of Services Delivery Partner operations
- Partner with Deployment Services, Sales, and Customer Success teams to deliver the best experience for new clients
- Collaborate with Customer Support and R&D teams to coordinate issue resolution, identify potential defects, and provide detailed product feedback
- Drive Quarterly Business Reviews with each service partner to ensure tracking toward stated goals
Fin operates on a hybrid working policy with expectations to be in the office at least three days per week. The company values a radically open and accepting culture focused on doing incredible work.
REQUIREMENTS:
- 6+ years of work experience, with 4+ years in an Implementation Manager role
- Technical Fluency: comfortable with core SaaS and AI concepts (APIs, integrations, LLM basics, automation logic) — enough to speak credibly with technical partner teams
- Positivity and Engagement: genuine interest in the work and a positive attitude
- Curiosity: passion for learning, technology, and solving problems
- Training ability: ability to make complex topics simple to understand
- Rapport Building: comfortable working with customers and consultants via video calls
- Adaptability: comfort with constant change and experimentation to find best processes and solutions
- Demonstration of Fin Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic
BONUS SKILLS & ATTRIBUTES:
- Experience training on SaaS products or specifically with Fin
- Experience with AI Agents and/or Large Language Models
- Past experience managing projects delivered by Consulting Firms
- Past experience in Customer Success, Support, Sales Engineering, or Consulting
- Great examples of self-started projects with measurable success
- Experience with RESTful API Integrations
Proof of eligibility to work in the United States is required.
