Strategic CSM, Enterprise AI (Hybrid)

Fin; Dublin; Hybrid; EUR 90,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Health and wellbeing programs

Job summary

Fin is seeking Strategic Customer Success Managers to partner with our largest customers and maximize the value of Intercom investments across the lifecycle. You will guide executive stakeholders, craft adoption plans, and collaborate with Sales, Solutions Engineers, and Partners to ensure strategic outcomes and long-term growth.

You will operate in a hybrid model, engaging with global CX teams to expand Fin solutions while maintaining high-impact customer relationships and delivering proactive

Qualifications

• 8+ years of customer-facing work experience in customer success, account management or strategic consulting.
• SaaS or consumption-based technology experience is a benefit.
• Experience establishing trusted advisor relationships with customer partners.
• Experience using Success Plans to align goals with business strategy and identify metrics.
• Ability to clearly communicate complex problems to diverse audiences.
• Self-motivated, entrepreneurial team player.
• Experience building lasting relationships with customers and colleagues.

Responsibilities

• Develop trusted advisor relationships with high-value customers at the C-suite and executive level.
• Guide customers and Fin teams to develop Customer Success Plans, QBRs, and renewal strategies.
• Be an expert and advisor on Fin products to drive adoption of relevant features.
• Engage customers to unlock early and sustained product adoption and success.
• Develop and execute adoption strategies targeting high-value accounts for Fin AI products.
• Reduce churn by identifying risks and coordinating with the account team.
• Identify growth opportunities for Fin AI products and forecast expansion.
• Share and scale customer insights to benefit the Solutions team.

Skills

Strategic account management

Customer success

SaaS / enterprise experience

Executive relationship building

Value realization

Change management

Clear communication

Cross-functional collaboration

Job description

Fin is seeking Strategic Customer Success Managers to partner with our largest customers and maximize the value of Intercom investments across the lifecycle. You will guide executive stakeholders, craft adoption plans, and collaborate with Sales, Solutions Engineers, and Partners to ensure strategic outcomes and long-term growth.

You will operate in a hybrid model, engaging with global CX teams to expand Fin solutions while maintaining high-impact customer relationships and delivering proactive