Senior Customer Success Manager

Job Overview

Fin , now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce.

Job Description

Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk, giving modern support teams one single system.

Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life.

The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI. Ready to level up your career at the company leading workforce transformation in the agentic era?

You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce. What's the opportunity?

As a Strategic CSM, you’ll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service.

Key Responsibilities

• Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce.
• Fin can also be combined with our natively integrated Intercom help desk, giving modern support teams one single system.
• Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience.
• Ready to level up your career at the company leading workforce transformation in the agentic era?
• You’ll work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin - from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.
• This role is an opportunity to shape how the world’s leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.
• Responsibilities Own the retention and health of a portfolio of high touch customers.
• Track leading indicators (Fin resolution rate, involvement, CSAT, adoption breadth, stakeholder engagement), flag risk early, and run mitigation plans to secure renewals in partnership with Account Management.

Required Skills and Qualifications

• Fin , now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.
• Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience.
• Drive measurable value realization by tying Fin’s performance to each customer’s business outcomes (cost savings, team capacity, customer experience), and make that ROI visible to executive sponsors at every stage of the relationship.
• Partner with engineers to turn customer requirements into Fin solution designs, and guide customers on configuration best practices, knowledge strategy and prompt design.
• Keep deep product knowledge of Fin’s fast-expanding capabilities and stay aware of where the AI-agent market is heading, so you can position Fin against alternatives.
• What skills do I need?
• 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.

Benefits and Perks

• All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
• Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best.
• Certain roles may be eligible for incentive compensation, equity, and benefits.
• Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future.
• Learn more about working at Fin and the benefits we offer at fin.ai/careers .
• It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Fin is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.