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Salary: USD 154,800 - 184,900 / 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 company combines its own AI models with a natively integrated help desk to provide a single system for modern support teams.
As a Senior Partner Services Manager, you will own the crucial implementation process that every Fin customer experiences—whether purchasing for the first time, expanding to new teams, or adopting new features. You'll share ownership of this process alongside Service Delivery Partners and ensure customers implement Fin's AI tools to solve complex problems and drive business value.
Key responsibilities include:
- Act as the Fin owner of partner-delivered services projects and liaison ensuring Service Delivery Partners have a positive experience
- Onboard and certify new Service Delivery Partners on Fin's product, methodology, and delivery standards; continually uplevel existing partners as the product evolves
- Enable partners to facilitate discovery of complex customer objectives and translate them into deployment plans
- Enable partners to execute tailored AI-first customer service strategies 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 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
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) to speak credibly with technical partner teams
- Positivity and genuine interest in the work with a positive attitude
- Passion for learning, technology, and solving problems
- Ability to make complex topics simple and understandable
- Comfortable working with customers and consultants via video calls
- Adaptability to constant change and willingness to experiment to find best processes
- Alignment with Fin values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic
Bonus skills and 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
- Background in Customer Success, Support, Sales Engineering, or Consulting
- Examples of self-started projects with measurable success
- Experience with RESTful API Integrations
