Strategic AI Customer Success Leader

Intercom, Inc.; United States; Híbrido; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Salesforce Fin is seeking a Strategic Customer Success Manager to partner with our largest and most complex customers on AI-driven agent transformations. You will guide executive stakeholders through scoping, requirements, adoption, and measurable outcomes across service, sales, and ecommerce channels.

You will work with C-suite leaders, drive adoption, and shape success plans and engagement strategies while staying aware of rapidly evolving AI-agent capabilities.

Formación

• 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).
• Ability to simplify and communicate complex problems clearly across audiences.

Responsabilidades

• Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
• Facilitate requirements gathering and process mapping for standard operating procedures; document in clear, precise, and actionable terms.
• Collaborate with engineers to translate customer requirements into Fin solution designs, guiding configuration and prompt strategy.
• Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
• Maintain deep product knowledge of Fin's capabilities and stay aware of AI-agent industry developments.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.
• Prioritize competing demands to drive high-value outcomes across your portfolio.
• Be the Voice of the Customer internally, advocating for customers' needs and shaping our solutions strategy.

Conocimientos

Customer facing

Strategy & advisory

AI/agent-building

Requirements analysis

Communication

Prioritization

Adoption outcomes

Team collaboration

Descripción del empleo

Salesforce Fin is seeking a Strategic Customer Success Manager to partner with our largest and most complex customers on AI-driven agent transformations. You will guide executive stakeholders through scoping, requirements, adoption, and measurable outcomes across service, sales, and ecommerce channels.

You will work with C-suite leaders, drive adoption, and shape success plans and engagement strategies while staying aware of rapidly evolving AI-agent capabilities.