Enterprise Customer Success Manager

Role Overview

As an Enterprise CSM, you’ll partner with our largest and most complex enterprise customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their teams to guide them through their AI Agent transformation with Fin — as both a Customer Agent and a Service Agent — from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.

What You Will Do

Develop trusted advisor relationships with customers, facilitate requirements gathering and process mapping, act as a transformation architect, collaborate with engineers, monitor Fin usage patterns, maintain deep product knowledge, lead Success Plans, and quantify and communicate customer value.

Why It Might Be a Fit

This role is an opportunity to shape how the world’s leading companies deploy AI to transform their customer and support operations — and to achieve strategic outcomes aligned to their business goals. You’ll need to be a leader among peers with a high level of self-efficacy, able to simplify and communicate complex problems clearly across audiences, and have a deep understanding of product roadmap to enhance customers’ automation strategies and deliver measurable outcomes.

Requirements

• 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 at enterprise scale
• Strong technical acumen and genuine passion for AI
• Ability to evaluate AI performance data and translate metrics into compelling business outcomes
• Strong commercial instincts and ability to frame value for CFO and CX executive audiences
• Ability to simplify and communicate complex problems clearly across audiences
• Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms
• Proven ability to manage multi-threaded Success Plans across complex enterprise accounts

Benefits

• Competitive salary
• Equity in a fast-growing start-up
• Free lunch every weekday
• Unlimited access to Claude Code and best-in-class AI tools
• Pension scheme with match up to 4%
• Life assurance
• Comprehensive health and dental insurance
• Open vacation policy and flexible holidays
• Paid maternity leave
• 6 weeks paternity leave
• Cycle-to-Work Scheme
• MacBooks or Windows for certain roles