Strategic AI CSM for Enterprise Growth

Intercom; Chicago, San Francisco (IL, CA); Hybride; USD 168 000 - 186 000; Plein temps

Avantages offerts par ce poste

Hybrid work policy

Résumé du poste

Salesforce (Fin) seeks a Strategic CSM to partner with our largest customers to drive AI-driven transformation in customer service. You’ll work with C-suite and Support teams guiding adoption, scoping, and measurable outcomes across the customer journey.

Responsibilities include retention, value realization, and developing an automation roadmap while building trusted advisor relationships and ensuring executive alignment with business goals.

Qualifications

• 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical acumen and passion for AI/agent-building (coding not required).

Responsabilités

• Own the retention and health of a portfolio of strategic customers, tracking key metrics and securing renewals.
• Tie Fin’s performance to customer outcomes (cost savings, capacity, experience) and show ROI to executives.
• Build and prioritize an Automation Roadmap for each customer.
• Develop trusted advisor relationships from the C-suite to individual contributors.
• Lead requirements gathering and process mapping of customers’ SOPs.
• Partner with engineers to turn requirements into Fin solution designs and best practices.
• Analyze Fin usage to find optimization opportunities and expansion use cases.
• Lead Success Plans, QBRs/EBRs and strategic planning aligning Fin’s roadmap with goals.
• Act as Voice of the Customer and feed insights into product strategy.
• Mentor other CSMs and shape team playbooks.

Connaissances

Customer-facing

Consulting experience

AI/Agent-building

Communication skills

Portfolio management

Strategic planning

Description du poste

Salesforce (Fin) seeks a Strategic CSM to partner with our largest customers to drive AI-driven transformation in customer service. You’ll work with C-suite and Support teams guiding adoption, scoping, and measurable outcomes across the customer journey.

Responsibilities include retention, value realization, and developing an automation roadmap while building trusted advisor relationships and ensuring executive alignment with business goals.