Customer Success Manager, High Touch @Fin

Overview

Fin is an AI Customer Agent company focused on delivering exceptional customer experiences using advanced AI technology. The role of Customer Success Manager (High Touch) involves partnering with large, complex customers to ensure their success in implementing AI-driven customer service solutions.

Key Responsibilities

• Develop trusted advisor relationships with customers, from C-suite stakeholders to individual contributors.
• Facilitate requirements gathering and process mapping for customer standard operating procedures.
• Collaborate with engineers to translate customer requirements into Fin solution designs.
• Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
• Maintain deep product knowledge of Fin’s capabilities and the evolving AI-agent industry.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with customers.
• Prioritize demands to achieve the highest-value outcomes across customer portfolios.
• Advocate for customers’ needs internally, shaping the solutions strategy.

Requirements

• 3-5 years of relevant experience in customer success, account management, or strategic consulting, preferably in SaaS or Consumption-based Technology.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical acumen and passion for AI/agent-building.
• Ability to communicate complex problems clearly across different audiences.
• Skills in prioritization to manage a broad portfolio of customer accounts effectively.
• Demonstrated success in driving adoption and measurable outcomes for enterprise customers.
• Self-motivated, adaptable, and a curious team player with high self-efficacy.

Benefits

Fin offers a range of benefits designed to support health, wellbeing, time away from work, and financial futures, varying by location.

Location

The position is remote within the United States, with a hybrid working policy requiring at least three in-office days per week.

How to Apply

Interested candidates are invited to apply via the company’s careers page.

Deadline

No specific deadline mentioned.