Senior Customer Success Manager
Core
Partner with C-suite leaders and support teams to guide enterprise customers through AI Agent transformation using Fin, driving adoption and strategic business outcomes.
Role type
Senior Strategic Customer Success Manager (Enterprise SaaS)
Builds
AI-driven customer support solutions and automation strategies for enterprise clients
Domain
Enterprise SaaS / AI Customer Service
Deliverable
production ML models
Required skills
Enterprise SaaS CSM experience, business process mapping, requirements analysis, solution design, technical acumen for AI/agents, strategic planning, stakeholder management, adoption driving
Preferred skills
Experience with Intercom, prompt strategy, market awareness of AI-agent industry
Technologies
Fin, Intercom, AI models
Responsibilities
Develop trusted advisor relationships with C-suite stakeholders; Facilitate requirements gathering and process mapping; Collaborate with engineers to translate requirements into solution designs; Monitor Fin usage patterns to identify risks and expansion opportunities; Lead Success Plans, QBRs/EBRs, and strategic planning sessions; Prioritize competing demands to drive high-value outcomes; Act as the Voice of the Customer internally.
Seniority
Senior, hands-on IC