Principal Customer Success Manager, Enterprise

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.

Responsibilities

Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts; Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms; Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both; Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy; Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities; Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry; Lead Success Plans, QBRs/EBRs, and strategic planning sessions with executive stakeholders hold yourself and your customers accountable to clearly defined milestones and measurable outcomes; Quantify and communicate customer value through ROI metrics, outcome narratives, and executive briefings — building compelling business cases for continued and expanded investment; Partner with Sales and Renewals to protect GRR, drive growth and progress further exposure of Fin to our customers' challenges; Prioritize competing demands to drive the highest-value outcomes across your customer portfolio; Be the Voice of the Customer internally, advocating for customers’ needs and shaping our solutions strategy.

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 — comfortable engaging with technical concepts and holding meaningful conversations with engineering and product teams (coding not required); Ability to evaluate AI performance data — automation rate, resolution rate, CSAT deflection — and translate metrics into compelling business outcomes; Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executive audiences; Ability to simplify and communicate complex problems clearly across audiences — from technical teams to boards; Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms; Ability to apply a deep understanding of product roadmap to enhance customers’ automation strategies and deliver measurable outcomes; Proven ability to manage multi-threaded Success Plans across complex enterprise accounts, aligning multiple stakeholders and workstreams to drive coordinated outcomes; Self-motivated, adaptable, and intellectually curious — a leader among peers with a high level of self-efficacy.

Benefits

Health and wellbeing support; family support; time away from work; financial future support; flexibility to work from home