Strategic AI CSM: Enterprise Growth & Adoption

Fin. The highest performing Customer Agent; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary and equity

Lunch and snacks provided

Pension scheme & match up to 4%

Health and dental insurance

Open vacation policy

Cycle-to-Work scheme

MacBooks standard equipment

Job summary

Fin is seeking a Strategic Customer Success Manager to partner with our largest customers and drive AI-driven transformation across the support, sales, and service journey. You will guide executive stakeholders through scoping, requirements, adoption, and measurable outcomes with Fin’s AI Agent platform.

You will collaborate with engineers to translate requirements into practical Fin solution designs, monitor usage for risks and expansion, and lead strategic planning sessions to maximize value

Qualifications

• 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.
• Strong prioritization skills to manage a broad portfolio of customer accounts.
• Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.
• Self-motivated, adaptable, and curious team player with a high level of self-efficacy.

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.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.
• Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.
• Be the Voice of the Customer internally, advocating for customers’ needs and shaping our solutions strategy.

Skills

Executive stakeholder management

Enterprise SaaS CSM

Requirements gathering

Solution design

AI/agent knowledge

Clear communication

Portfolio management

Adaptable team player

Job description

Fin is seeking a Strategic Customer Success Manager to partner with our largest customers and drive AI-driven transformation across the support, sales, and service journey. You will guide executive stakeholders through scoping, requirements, adoption, and measurable outcomes with Fin’s AI Agent platform.

You will collaborate with engineers to translate requirements into practical Fin solution designs, monitor usage for risks and expansion, and lead strategic planning sessions to maximize value