Scaled CS Manager—AI & Fin

Fin; Dublin; Ibrido; EUR 70.000 - 110.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work policy

Descrizione del lavoro

Fin, now part of Salesforce, is transforming customer experiences with AI-powered agents and scalable customer success. As a Scaled Customer Success Manager, you will guide customers to adopt Intercom’s suite at scale, especially Fin, delivering value and building scalable playbooks across segments.

You’ll collaborate with Sales, Product, and Education to ensure a seamless journey from adoption to expansion, while shaping metrics and processes for high-volume success.

Competenze

• 2–4+ years in a customer-facing role in SaaS / technology / product success or similar.
• Strong interest in AI & automation support tools; ability to explain AI/Fin features to customers.
• Comfortable discussing APIs, integrations, and workflows with customers.
• Excellent communication skills for diverse audiences.
• Data-driven mindset to monitor usage metrics and adapt strategy.
• Self-starter, entrepreneurial mindset; build processes from scratch.
• Strong relationship builder; maintain trust with many customers.
• Interest in consumption or usage-based SaaS models.
• Exposure to Generative AI, chatbots or AI-assisted support tools.
• Experience in operations, scaling CS onboarding or education programs.

Mansioni

• Drive adoption focusing on Fin and AI-powered features, enabling self-serve experiences alongside human support.
• Design and iterate engagement strategies and scalable playbooks across customer segments.
• Monitor usage and health signals; identify risks and expansion opportunities.
• Collaborate with Sales, Solution Engineering, Education, and Product for a seamless journey.
• Act as Voice of the Customer; feed insights into product roadmap and training.
• Define processes, tools, metrics for high-volume, high-value Scaled CS.

Conoscenze

SaaS customer success

AI & automation

APIs & integrations

Communication skills

Data-driven

Self-starter

Relationship building

Usage-based SaaS

Generative AI exposure

CS / onboarding experience

Descrizione del lavoro

Fin, now part of Salesforce, is transforming customer experiences with AI-powered agents and scalable customer success. As a Scaled Customer Success Manager, you will guide customers to adopt Intercom’s suite at scale, especially Fin, delivering value and building scalable playbooks across segments.

You’ll collaborate with Sales, Product, and Education to ensure a seamless journey from adoption to expansion, while shaping metrics and processes for high-volume success.