Senior AI Customer Success Manager - Hybrid Enterprise

Intercom; Chicago (IL); Hybrid; USD 135,000 - 162,000; Full time

Job summary

Fin, the AI Customer Agent company, is hiring a High Touch Customer Success Manager to partner with our largest customers and guide their AI Agent transformation. You’ll work with C-suite leaders and Support teams to scope projects, drive adoption, and achieve measurable business outcomes.

You’ll translate requirements into Fin designs, help with configuration and strategy, monitor usage for risks and expansion, and lead plans with executive sponsors.

Qualifications

• 3-5 years in customer-facing CS, account management or strategic consulting.
• 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 complex problems and communicate clearly to diverse audiences.
• Proven track record of driving adoption and measurable outcomes for enterprise customers.

Responsibilities

• Develop trusted advisor relationships with customers from executives to individual contributors.
• Gather requirements and map processes; document clearly and actionably.
• Translate customer needs into Fin solution designs and advise on configuration best practices.
• Monitor usage, identify risks, and uncover expansion opportunities.
• Lead Success Plans, QBRs/EBRs and strategic planning with customers.
• Advocate for customer needs and shape our solutions strategy.

Skills

Customer Success

Account Management

Strategic Consulting

SaaS Experience

Requirements Analysis

Process Mapping

AI/Agent Building

Communication

Prioritization

Self-motivated

Job description

Fin, the AI Customer Agent company, is hiring a High Touch Customer Success Manager to partner with our largest customers and guide their AI Agent transformation. You’ll work with C-suite leaders and Support teams to scope projects, drive adoption, and achieve measurable business outcomes.

You’ll translate requirements into Fin designs, help with configuration and strategy, monitor usage for risks and expansion, and lead plans with executive sponsors.