Strategic AI CSM — Enterprise, High-Touch

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

Benefits offered by this job

Hybrid work policy

Annual bonus program

Restricted Stock Units (RSUs)

Job summary

Fin, now part of Salesforce, is the leading AI Customer Agent provider helping businesses deliver impeccable, always-on support across service, sales, and ecommerce. The High Touch CSM role partners with large, complex customers to guide AI Agent transformations with Fin—from scoping to measurable adoption and strong automation outcomes.

You will build trusted advisor relationships, map requirements, translate needs into Fin solutions, monitor usage, and drive strategic planning with executive

Qualifications

• 3-5 years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical acumen and passion for AI/agent-building (coding not required).

Responsibilities

• Develop trusted advisor relationships with customers from c-suite to individual contributors.
• Facilitate requirements gathering and process mapping for SOPs; document clearly and precisely.
• Collaborate with engineers to translate customer requirements into Fin designs; guide configuration best practices.
• Monitor usage to identify risks, recommend optimizations, and find expansion opportunities.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with customers.
• Prioritize competing demands to drive high-value outcomes across portfolios.
• Be the Voice of the Customer and influence solutions strategy internally.

Skills

3-5 years experience

SaaS familiarity

Requirements analysis

Effective communication

Prioritization

Stakeholder management

Job description

Fin, now part of Salesforce, is the leading AI Customer Agent provider helping businesses deliver impeccable, always-on support across service, sales, and ecommerce. The High Touch CSM role partners with large, complex customers to guide AI Agent transformations with Fin—from scoping to measurable adoption and strong automation outcomes.

You will build trusted advisor relationships, map requirements, translate needs into Fin solutions, monitor usage, and drive strategic planning with executive