High-Touch AI Customer Success Manager

Intercom; San Francisco, Northern (CA, KY); Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Hybrid work policy

Stock RSUs

Corporate bonus program

Job summary

Fin, the AI Customer Agent company, seeks a High Touch CSM to partner with our largest customers and guide them through an AI Agent transformation. You will work with executives and their support teams from scoping to measurable adoption and industry-leading automation outcomes.

You’ll collaborate with engineers to translate requirements into Fin designs, monitor usage, and lead strategic planning sessions to maximize business value.

Qualifications

• 3–5 years in a customer-facing success, account management, or strategic consulting role.
• 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 to diverse audiences.
• Strong prioritization to manage a broad portfolio with impact.
• Proven track record driving adoption and measurable outcomes for enterprise customers.

Responsibilities

• Develop trusted advisor relationships with customers at all levels.
• Guide requirements gathering and process mapping for SOPs, documented clearly.
• Translate customer requirements into Fin solution designs with best practices.
• Monitor usage to identify risks, opportunities for optimization, and expansion.
• Maintain deep product knowledge of Fin capabilities and evolving AI-agent industry.
• Lead Success Plans, QBRs/EBRs and strategic planning sessions.
• Advocate for customer needs to influence internal solutions strategy.

Job description

Fin, the AI Customer Agent company, seeks a High Touch CSM to partner with our largest customers and guide them through an AI Agent transformation. You will work with executives and their support teams from scoping to measurable adoption and industry-leading automation outcomes.

You’ll collaborate with engineers to translate requirements into Fin designs, monitor usage, and lead strategic planning sessions to maximize business value.