Strategic AI Customer Success Lead

United States Digital Space LLC

Greater London

Hybrid

GBP 90,000 - 120,000

Full time

14 days+

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Job summary

Fin in London seeks a Strategic Customer Success Manager to build trusted advisor relationships with high-value customers and guide them through the company’s AI solutions. You will work with Sales, Partners, and Solution Engineers to develop success plans, conduct QBRs and business reviews, and identify expansion opportunities across global CX teams.

The role emphasizes value realization, proactive engagement, and change management to minimize churn and maximize adoption across the lifecycle.

Qualifications

8+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization.
SaaS or Consumption-based Technology company experience is a benefit.
Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
Ability to understand and communicate complex problems clearly and concisely to different audiences.
Self-motivated and entrepreneurial team player.
Experience building lasting relationships with customers and colleagues.

Responsibilities

Develop a trusted advisor relationship with each of your high value customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
Guide the customer and Fin account team (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, strategic planning sessions, and churn mitigation plans when necessary.
Be an expert and advisor, while maintaining an understanding and expertise of Fin products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements.
Engage with your customers to unlock early and sustained product adoption and success with Fin Solutions.
Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of Fin packages.
Reduce churn and contraction through early risk identification, intervention, escalation and mitigation in partnership with your account team.
Identify growth opportunities for Fin’s AI products within your book and forecast that growth back to the business.
Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team.
Be the Voice of the Customer to provide internal feedback on how Fin can better serve our Strategic customers.