Senior AI Customer Success Leader (Enterprise)

Fin. The highest performing Customer Agent; Chicago (IL); Hybrid; USD 135,000 - 162,000; Full time

Benefits offered by this job

Bonus program

Restricted Stock Units (RSUs)

Hybrid work policy

Job summary

Fin, now part of Salesforce, seeks a Senior High Touch Customer Success Manager to guide large customers through AI Agent transformation with Fin. You will collaborate with C-suite stakeholders and Support teams to drive adoption and measurable outcomes.

Join a team shaping AI in customer service, lead strategic reviews, and identify expansion opportunities while maintaining deep product knowledge and alignment with business goals.

Qualifications

• 5+ years of experience in a customer-facing role (CSM, account management, or strategic consulting). SaaS or tech experience is a plus.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical acumen and interest in AI/agent-building (coding not required).
• Ability to simplify complex problems and communicate clearly across audiences.
• Proven success driving adoption and measurable outcomes for enterprise customers.

Responsibilities

• Develop trusted advisor relationships with customers from executives to individual contributors.
• Gather requirements and map customer processes; document clearly and precisely.
• Collaborate with engineers to translate requirements into Fin designs and best-practice configurations.
• Monitor usage to identify risks, optimization opportunities, and expansion potential.
• Maintain deep product knowledge of Fin’s capabilities and the AI-agent industry.
• Lead Success Plans, QBRs/EBRs, and strategic planning with customers.
• Prioritize demands to drive high-value outcomes across the portfolio.
• Advocate for customer needs and shape our solutions strategy internally.

Skills

Customer Success

Account Management

Strategic Consulting

Business Process Mapping

Requirements Analysis

AI/Agent Building

Communication

Prioritization

Adoption & Outcomes

Self-motivation

Job description

Fin, now part of Salesforce, seeks a Senior High Touch Customer Success Manager to guide large customers through AI Agent transformation with Fin. You will collaborate with C-suite stakeholders and Support teams to drive adoption and measurable outcomes.

Join a team shaping AI in customer service, lead strategic reviews, and identify expansion opportunities while maintaining deep product knowledge and alignment with business goals.