Strategic AI CSM for Enterprise

intercom; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Salesforce is seeking a Strategic CSM to partner with our largest customers to guide their AI Agent transformation with Fin. You'll work with C-suite leaders and their support teams to scope projects, drive adoption, and achieve business outcomes.

This role shapes how leading companies deploy AI to transform support operations, aligning with business goals. We value deep product knowledge, strategic planning, and the ability to translate customer needs into Fin solutions.

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 effectively manage a broad portfolio of customer accounts while delivering depth of impact.
• 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

CSM experience

Enterprise SaaS

Requirements gathering

AI/agent-building

Executive communication

Strategic advisory

Job description

Salesforce is seeking a Strategic CSM to partner with our largest customers to guide their AI Agent transformation with Fin. You'll work with C-suite leaders and their support teams to scope projects, drive adoption, and achieve business outcomes.

This role shapes how leading companies deploy AI to transform support operations, aligning with business goals. We value deep product knowledge, strategic planning, and the ability to translate customer needs into Fin solutions.