Senior Enterprise AI Customer Success Leader

Intercom; United States; Hybrid; USD 200,000 - 250,000; Full time

Job summary

Salesforce, via Fin, is seeking a Principal Customer Success Manager to guide enterprise customers in adopting AI-driven customer service solutions. You will partner with executive sponsors, support leaders, and cross-functional teams to align Fin’s capabilities with business priorities and drive adoption, measurable value, and renewals.

You’ll own the success strategy for a portfolio of strategic customers, navigating complex organizations and multiple stakeholders while shaping AI roadmaps and

Qualifications

• 8+ years in enterprise Customer Success, strategic account management or advisory roles.
• Experience with large enterprise clients and multiple stakeholder groups.
• Proven ability to build executive relationships and influence decisions.
• Track record of driving adoption, retention, and measurable outcomes.
• Experience with business process mapping, requirements analysis, or complex implementations.
• Strong commercial judgment connecting product performance to ROI and renewal strategy.
• Interest in AI, automation and agent-building; coding not required.
• Ability to communicate clearly with executives and technical teams.
• Excellent prioritization and program-management skills.

Responsibilities

• Own health, success strategy, and retention for a portfolio of strategic enterprise customers.
• Build relationships across executive sponsors and cross-functional teams.
• Lead executive conversations, QBRs/EBRs, and success-plan reviews.
• Tie Fin’s outcomes to customers’ goals: cost savings, adoption, CSAT, renewal.
• Develop customer-specific AI and automation roadmaps with milestones.
• Guide complex implementations, requirements gathering, and workflows.
• Translate customer needs into effective Fin solution designs with internal teams.
• Monitor indicators like resolution rate and CSAT; mitigate risks early.
• Analyze usage data to identify optimization and expansion opportunities.
• Represent Voice of the Customer and influence product strategy.
• Mentor other CSMs and contribute to playbooks and standards.

Skills

Enterprise CS

Executive relationships

Strategic accounts

Cross-functional leadership

Program management

AI/Automation interest

Commercial judgment

Communication skills

Mentorship

Job description

Salesforce, via Fin, is seeking a Principal Customer Success Manager to guide enterprise customers in adopting AI-driven customer service solutions. You will partner with executive sponsors, support leaders, and cross-functional teams to align Fin’s capabilities with business priorities and drive adoption, measurable value, and renewals.

You’ll own the success strategy for a portfolio of strategic customers, navigating complex organizations and multiple stakeholders while shaping AI roadmaps and