Senior Enterprise CSM — AI-Driven Customer Growth

Fin; United States; Remote; USD 222,000 - 247,000; Full time

Job summary

Fin, headquartered in Chicago with NYC remote and San Francisco operations, is hiring a Principal Customer Success Manager to guide a portfolio of strategic enterprise customers through AI-enabled transformation. You will work with executive sponsors, support leaders, and cross-functional teams to align Fin’s capabilities with business priorities, from strategy to adoption and renewal.

You’ll own the success strategy, build executive relationships, and drive measurable value by tying outcomes to

Qualifications

• 8+ years of customer-facing experience in enterprise Customer Success, strategic account management, management consulting, strategy, or a related advisory role.

Responsibilities

• Own the health, success strategy, and retention of a portfolio of strategic enterprise customers, partnering closely with Account Management on renewal plans.
• Build relationships across executive sponsors, operational leaders, technical teams, and frontline users.
• Develop multi-threaded stakeholder maps and ensure alignment across decision-makers and teams.
• Lead executive conversations, strategic planning, QBRs/EBRs, and success-plan reviews that connect Fin’s roadmap and performance to customers’ business priorities.
• Drive measurable value realization by tying Fin’s outcomes to customer goals such as cost savings, team capacity, customer experience, and service quality.
• Make progress and ROI clear to executive sponsors.
• Develop and prioritize customer-specific AI and automation roadmaps, aligning business objectives, operational readiness, technical dependencies, and measurable milestones.
• Guide complex enterprise implementations and adoption programs, including requirements gathering, process mapping, and documentation of workflows across teams, systems, or regions.
• Partner with Solutions Engineering, Product, Support, and other internal teams to translate customer requirements into effective Fin solution designs.
• Advise on configuration, knowledge strategy, integrations, and prompt design.
• Monitor leading indicators such as Fin resolution rate, involvement, CSAT, adoption breadth, and stakeholder engagement.
• Identify risks early and lead mitigation plans that protect customer outcomes and renewals.
• Analyze usage and performance data to identify optimization opportunities, close resolution gaps, and uncover expansion use cases.
• Maintain deep knowledge of Fin’s evolving capabilities and the AI-agent market, using that expertise to advise customers and position solutions against alternatives.
• Represent the Voice of the Customer internally, translating enterprise customer needs into actionable product feedback and influencing our solutions strategy.
• Mentor other CSMs and contribute to the playbooks, operating practices, and standards of a growing enterprise Customer Success team.

Skills

Enterprise CS

Executive relationships

Program management

AI/Automation interest

Stakeholder management

Cross-functional collaboration

Job description

Fin, headquartered in Chicago with NYC remote and San Francisco operations, is hiring a Principal Customer Success Manager to guide a portfolio of strategic enterprise customers through AI-enabled transformation. You will work with executive sponsors, support leaders, and cross-functional teams to align Fin’s capabilities with business priorities, from strategy to adoption and renewal.

You’ll own the success strategy, build executive relationships, and drive measurable value by tying outcomes to