Enterprise AI Customer Success Architect

Fin; Chicago (IL); Hybrid; USD 200,000 - 239,000; Full time

Benefits offered by this job

Equity

Medical, dental, and vision

Unlimited AI tools access

Flexible PTO

Parental Leave

401k match

Bike storage

Company events

Job summary

Fin seeks an Enterprise CSM to partner with the world's largest customers, guiding AI-driven transformation across service, sales, and ecommerce. You’ll drive measurable ROI by defining automation roadmaps, collaborating with engineering, and shaping customer strategy at the highest levels in a hybrid Chicago-area role.

You’ll lead multi-stakeholder Success Plans, track adoption, and uncover expansion opportunities while staying ahead of industry AI trends and maintaining deep product knowledge.

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 at enterprise scale.
• Strong technical acumen and genuine passion for AI — comfortable engaging with technical concepts and holding meaningful conversations with engineering and product teams (coding not required).
• Ability to evaluate AI performance data — automation rate, resolution rate, CSAT deflection — and translate metrics into compelling business outcomes.
• Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executive audiences.
• Ability to simplify and communicate complex problems clearly across audiences — from technical teams to boards.
• Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms.
• Ability to apply a deep understanding of product roadmap to enhance customers’ automation strategies and deliver measurable outcomes.
• Proven ability to manage multi-threaded Success Plans across complex enterprise accounts, aligning multiple stakeholders and workstreams to drive coordinated outcomes.
• Self-motivated, adaptable, and intellectually curious — a leader among peers with a high level of self-efficacy.

Responsibilities

• Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts).
• Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms.
• Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both.
• 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 executive stakeholders hold yourself and your customers accountable to clearly defined milestones and measurable outcomes.
• Quantify and communicate customer value through ROI metrics, outcome narratives, and executive briefings — building compelling business cases for continued and expanded investment.
• Partner with Sales and Renewals to protect GRR, drive growth and progress further exposure of Fin to our customers' challenges.
• 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

Customer-facing exp

Enterprise SaaS CSM

AI familiarity

Requirements analysis

Procurement understanding

Clear communication

Transformation programmes

Product roadmap knowledge

Stakeholder management

Self-motivation

Tools

None

Job description

Fin seeks an Enterprise CSM to partner with the world's largest customers, guiding AI-driven transformation across service, sales, and ecommerce. You’ll drive measurable ROI by defining automation roadmaps, collaborating with engineering, and shaping customer strategy at the highest levels in a hybrid Chicago-area role.

You’ll lead multi-stakeholder Success Plans, track adoption, and uncover expansion opportunities while staying ahead of industry AI trends and maintaining deep product knowledge.