Strategic CSM, AI-Driven Enterprise Solutions

Fin; San Francisco (CA); Hybrid; USD 186,000 - 207,000; Full time

Benefits offered by this job

Corporate bonus

Restricted Stock Units (RSUs)

Job summary

Fin, now part of Salesforce, is seeking a Strategic CSM to partner with our largest customers and guide their AI Agent transformation with Fin across the customer journey.

You will align Fin’s roadmap with client goals, drive measurable ROI, and lead executive-level discussions from the C-suite to individual contributors. The role emphasizes adoption, renewals, and value realization for complex enterprise accounts.

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 manage a broad portfolio of accounts with impact.
• Demonstrated success driving adoption and measurable outcomes for enterprise customers.
• Self-motivated, adaptable, and curious team player with high self-efficacy.

Responsibilities

• Own the retention and health of a portfolio of strategic customers, flag risk early, and secure renewals with Account Management.
• Demonstrate value by tying Fin’s performance to customers’ business outcomes and ROI visibility at each stage.
• Build and prioritize an Automation Roadmap for each customer and deliver outcomes across the portfolio.
• Develop trusted advisor relationships from the C-suite to individual contributors.
• Lead requirements gathering and process mapping of customer SOPs into clear terms.
• Partner with engineers to turn requirements into Fin solution designs and best practices.
• Analyze Fin usage data to identify optimization opportunities and expansion use cases.
• Lead Success Plans, QBRs/EBRs and strategic planning sessions aligning Fin’s roadmap with customer goals.
• Maintain deep product knowledge and position Fin against AI-agent market alternatives.
• Act as Voice of the Customer, shaping product feedback and solutions strategy.
• Mentor other CSMs and contribute to playbooks and best practices.

Skills

Customer-facing experience

Process mapping

Requirements analysis

Solution design

AI/agent-building

Clear communication

Prioritization

Customer outcomes

Self-motivation

Job description

Fin, now part of Salesforce, is seeking a Strategic CSM to partner with our largest customers and guide their AI Agent transformation with Fin across the customer journey.

You will align Fin’s roadmap with client goals, drive measurable ROI, and lead executive-level discussions from the C-suite to individual contributors. The role emphasizes adoption, renewals, and value realization for complex enterprise accounts.