Strategic AI Customer Success Leader

Fin; United States; Remote; USD 168,000 - 186,000; Full time

Benefits offered by this job

RSUs

Bonus program

Job summary

Fin, now part of Salesforce, is on a mission to help businesses deliver perfect customer experiences through AI agents. As Strategic CSM, you will partner with our largest customers to guide their AI Agent transformation, from scoping to adoption, aligning Fin's roadmap with business outcomes.

You will work with C-suite leaders and support teams to drive measurable ROI, craft automation roadmaps, and mentor a growing CSM team in a fast-evolving AI landscape.

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).
• Ability to simplify and communicate complex problems clearly across audiences.
• Strong prioritization skills to effectively manage a broad portfolio of customer accounts while delivering depth of impact.
• Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.
• Self-motivated, adaptable, and curious team player with a high level of self-efficacy.

Responsibilities

• Own the retention and health of a portfolio of high touch customers. Track leading indicators, flag risk early, and run mitigation plans to secure renewals in partnership with Account Management.
• Drive measurable value realization by tying Fin's performance to each customer's business outcomes, and make ROI visible to executive sponsors at every stage.
• Build and prioritize an Automation Roadmap for each customer, balancing competing demands to deliver outcomes across your portfolio.
• Develop trusted advisor relationships from the C-suite to individual contributors, and multi-thread accounts so success doesn't depend on a single champion.
• Lead requirements gathering and process mapping of customers' SOPs, and document them clearly and actionable.
• Partner with engineers to turn customer requirements into Fin solution designs, and guide customers on configuration best practices, knowledge strategy and prompt design.
• Analyze Fin usage and performance data to find optimization opportunities, close resolution gaps and uncover expansion use cases.
• Lead Success Plans, QBRs/EBRs and strategic planning sessions that align Fin's roadmap with the customer's goals.
• Keep deep product knowledge of Fin's capabilities and stay aware of AI-agent market directions, to position Fin against alternatives.
• Act as the Voice of the Customer internally, turning customer insights into product feedback and shaping our solutions strategy.
• Mentor other CSMs and help shape playbooks and best practices of a growing team.

Skills

Customer-facing experience

Management consulting

Strategy

Enterprise SaaS CSM

Business process mapping

Requirements analysis

Solution design

Communication

Prioritization

Self-motivation

Job description

Fin, now part of Salesforce, is on a mission to help businesses deliver perfect customer experiences through AI agents. As Strategic CSM, you will partner with our largest customers to guide their AI Agent transformation, from scoping to adoption, aligning Fin's roadmap with business outcomes.

You will work with C-suite leaders and support teams to drive measurable ROI, craft automation roadmaps, and mentor a growing CSM team in a fast-evolving AI landscape.