Senior Enterprise CSM, AI & Automation Strategy

Resumonk; United States; Hybrid; USD 200,000 - 247,000; Full time

Benefits offered by this job

RSUs

Bonus program

Hybrid work policy

Job summary

Salesforce Fin is seeking a Principal Customer Success Manager to partner with large enterprise customers, guiding AI-enabled customer service transformations from strategy through adoption and renewal. You will own success strategy for a portfolio, influence executives, and shape cross-functional playbooks as Fin scales within the Salesforce ecosystem.

You will drive measurable value for customers by tying outcomes to ROI, leading strategic planning, and mentoring other CSMs in a fast-changing

Qualifications

• 8+ years in enterprise Customer Success or equivalent advisory role.
• Experience with large enterprise clients and multi-team programs.
• Proven track record with executive sponsorship and influencing decisions.
• Success driving adoption, retention, and measurable outcomes.

Responsibilities

• Own health and success strategy for a portfolio of strategic enterprise customers.
• Lead executive conversations, QBRs/EBRs, and success-plan reviews.
• Drive value realization by linking Fin outcomes to customer goals (ROI, cost savings).
• Develop and prioritize customer-specific AI/automation roadmaps and milestones.
• Guide complex enterprise implementations and adoption programs across teams/regions.
• Collaborate with Solutions Eng, Product, Support to translate requirements into Fin designs.
• Monitor indicators like CSAT, adoption breadth, and renewal risk; mitigate accordingly.
• Provide internal product feedback and contribute to playbooks and standards.

Skills

Enterprise CS experience

Executive relationships

Strategic account mgmt

Adoption & retention

Business outcomes

Requirements analysis

Solution design

Communication to executives

Program management

Cross-functional collaboration

Job description

Salesforce Fin is seeking a Principal Customer Success Manager to partner with large enterprise customers, guiding AI-enabled customer service transformations from strategy through adoption and renewal. You will own success strategy for a portfolio, influence executives, and shape cross-functional playbooks as Fin scales within the Salesforce ecosystem.

You will drive measurable value for customers by tying outcomes to ROI, leading strategic planning, and mentoring other CSMs in a fast-changing