Senior Customer Success Manager

Partner with large customers to succeed in AI-driven customer service.

• •As a Strategic CSM, you’ll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service.
• •Key Responsibilities Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
• •Facilitate requirements gathering and process mapping for standard operating procedures; document in clear, precise, and actionable terms.
• •Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.
• •Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
• •Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.
• •Requirements 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
• •Experience with business process mapping, requirements analysis, and solution design.
• •Strong technical acumen and passion for AI/agent-building (coding not required).
• •Ability to simplify and communicate complex problems clearly across audiences.