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 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles, and experience with business process mapping, requirements analysis, and solution design at enterprise scale.

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 simplify and communicate complex problems clearly
• 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
• Meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews
• Unlimited access to Claude Code and best-in-class AI tools
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for employees, friends, and family