Principal Customer Success Manager
Core
Partner with strategic enterprise customers to drive adoption, retention, and measurable value of Fin, an AI customer service agent, guiding them from strategy through implementation and renewal.
Role type
Principal Customer Success Manager (Strategic Enterprise)
Builds
Customer success strategies, adoption roadmaps, and value realization plans for AI agent deployments.
Domain
SaaS / Enterprise Customer Success / AI / Customer Experience
Deliverable
production ML models
Required skills
Strategic account management, executive relationship building, complex enterprise implementation, business process mapping, solution design, program management, ROI analysis, stakeholder alignment, AI/automation acumen, mentorship
Preferred skills
Management consulting background, experience with Salesforce ecosystem, deep knowledge of AI-agent market
Technologies
Fin AI Agent, Intercom, Salesforce CRM
Responsibilities
Own health and success strategy for a portfolio of strategic enterprise customers; Lead executive conversations, strategic planning, and QBRs/EBRs; Drive measurable value realization by tying Fin outcomes to customer goals; Develop and prioritize customer-specific AI and automation roadmaps; Guide complex enterprise implementations and adoption programs; Partner with internal teams to translate requirements into solution designs; Mentor other CSMs and contribute to team playbooks.
Seniority
Principal, hands-on IC with strategic influence