Senior Enterprise AI Customer Success Lead

Fin; San Francisco (CA); Hybrid; USD 222,000 - 247,000; Full time

Job summary

Fin, now part of Salesforce, is seeking a Principal Customer Success Manager to partner with our largest enterprise customers, driving AI-powered service transformations.

You will oversee strategy, adoption, and renewals, guiding executive sponsors and cross-functional teams from planning through measurable value realization. This is a strategic advisory role with high impact across global accounts.

Qualifications

• 8+ years of customer-facing experience in enterprise Customer Success, strategic account management, or related advisory role.
• Track record building executive relationships across C-suite and multiple teams.
• Experience driving adoption, retention, and measurable business outcomes for enterprise customers.
• Ability to map business processes, gather requirements, and translate into roadmaps and ROI.

Responsibilities

• Own health and retention of a portfolio of strategic enterprise customers.
• Develop multi-threaded stakeholder maps and align across decision-makers and teams.
• Lead executive conversations, QBRs/EBRs, and success-plan reviews.
• Drive value realization by tying outcomes to cost savings, capacity, experience, and service quality.
• Develop customer-specific AI and automation roadmaps with milestones.
• Guide complex deployments and adoption programs across teams or regions.
• Collaborate with Solutions Engineering, Product, Support to translate requirements into Fin designs.
• Monitor indicators like resolution rate, CSAT, adoption breadth; mitigate risks.
• Analyze usage to identify optimization and expansion opportunities.
• Represent Voice of the Customer to influence product strategy; mentor other CSMs.

Skills

Enterprise Customer Success

Executive relationships

Strategic account management

Cross-functional collaboration

Program management

ROI & renewal strategy

AI/Automation interest

Communication with execs

Job description

Fin, now part of Salesforce, is seeking a Principal Customer Success Manager to partner with our largest enterprise customers, driving AI-powered service transformations.

You will oversee strategy, adoption, and renewals, guiding executive sponsors and cross-functional teams from planning through measurable value realization. This is a strategic advisory role with high impact across global accounts.