Principal Customer Success Manager, Enterprise

Responsibilities

• Develop trusted advisor relationships with C-suite stakeholders and individual contributors across high-value enterprise accounts
• Facilitate requirements gathering and process mapping for customer standard operating procedures
• Act as a transformation architect to define automation and AI maturity roadmaps
• Collaborate with engineers to translate customer requirements into Fin solution designs and prompt strategies
• Monitor usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities
• Lead Success Plans, QBRs, and strategic planning sessions with executive stakeholders
• Quantify customer value through ROI metrics and executive briefings
• Partner with Sales and Renewals to protect GRR and drive growth
• Advocate for customer needs internally to shape solution 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 passion for AI
• Ability to evaluate AI performance data including automation and resolution rates
• Strong commercial instincts regarding enterprise procurement cycles
• Experience leading large-scale enterprise transformation programs involving AI or automation
• Proven ability to manage multi-threaded Success Plans across complex accounts

About the Company

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Powered by proprietary AI models, Fin enables businesses to deliver impeccable, always-on customer support across the customer journey.