Principal Customer Success Manager, Enterprise

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. 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. This role is an opportunity to shape how the world’s leading companies deploy AI to transform their customer and support operations.

Responsibilities

Develop trusted advisor relationships with customers; Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; Act as a transformation architect influencing customer strategy and defining automation and AI maturity roadmaps; Collaborate with engineers to translate customer requirements into Fin solution designs; Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities; Maintain deep product knowledge of Fin’s capabilities and remain market aware of the AI-agent industry; Lead Success Plans, QBRs/EBRs, and strategic planning sessions with executive stakeholders; Quantify and communicate customer value through ROI metrics, outcome narratives, and executive briefings; Partner with Sales and Renewals to protect GRR, drive growth, and progress exposure of Fin; 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 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

Benefits and programs designed to support health and wellbeing, family, time away from work, and financial future