Senior Customer Success Manager, High Touch

About Fin Fin is the Customer Agent company delivering perfect customer experiences – from support to sales to commerce. 30,000+ companies use our products. Fin resolves over 2 million conversations weekly, is doubling growth year on year, and has surpassed $400M in annual recurring revenue. Founded as Intercom in 2011, we revolutionized modern customer communication. When it became clear AI would fundamentally reshape the industry, we reinvented the company – rebuilding our product, infrastructure, and team around AI. Still founder-led, we're one of the largest and fastest-growing private software companies in the world, with more than 1,400 people across six global offices.

Fin

Fin is the Customer Agent company delivering perfect customer experiences.

Customer ServiceCustomer SupportLive ChatChatbotsCustomer Experienceand AI

F

fin.ai

1,001-5,000 employees

Software Development

San Francisco

2023

Privately Held

197k LinkedIn followers

Raised $490M

• businesses provide perfect customer experiences.
• Our AI Agent Fin is the highest-performing AI Customer Agent on the market
• today, enabling businesses to deliver impeccable, always-on customer support
• across the customer journey, from service, to sales, to ecommerce. Powered by
• our own AI models, Fin resolves complex customer issues end-to-end across every
• channel, with minimal set-up and integration. Fin can also be combined with our
• natively integrated Intercom help desk, giving modern support teams one single
• system.
• Together with Salesforce, the #1 AI CRM, where humans with agents drive customer
• success, we're building the future of customer experience. Here, ambition meets
• action. Tech meets trust. And innovation isn't a buzzword, it's a way of life.
• The world of work as we know it is changing, and we're looking for Trailblazers
• who are passionate about bettering business and the world through AI.
• Ready to level up your career at the company leading workforce transformation in
• the agentic era? You're in the right place. Agentforce is the future of AI, and
• you are the future of Salesforce.
• As a Senior High Touch CSM, you’ll partner with our largest and most complex
• customers to help them succeed in the new era of AI-driven customer service.
• You’ll work with C-suite leaders and their Support teams to guide them through
• their AI Agent transformation with Fin — from early project scoping and
• requirements gathering, to measurable adoption, to industry-best automation
• rates and business outcomes.
• This role is an opportunity to shape how the world’s leading companies deploy AI
• to transform their support operations and achieve strategic outcomes aligned to
• their business goals.
• stakeholders to individual contributors).
• Facilitate requirements gathering and process mapping for the customer’s
• standard operating procedures; document in clear, precise, and actionable
• terms.
• 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 the
• customer.
• 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.
• 5+ years of relevant work experience in a customer-facing customer success,
• account management or strategic consulting organization. SaaS or
• Consumption-based Technology companies experience a benefit.
• Experience with business process mapping, requirements analysis, and solution
• design.
• Strong technical acumen and passion for AI/agent-building (coding not
• required).
• Ability to simplify and communicate complex problems clearly across
• audiences.
• Strong prioritization skills to effectively manage a broad portfolio of
• customer accounts while delivering depth of impact.
• Demonstrated success driving adoption, process improvement, and measurable
• outcomes for enterprise customers.
• Self-motivated, adaptable, and curious team player with a high level of
• self-efficacy.
• The base salary range for candidates within the Greater Chicago Area is $135,270
• $161,575. Actual base pay will depend on a variety of factors such as
• education, skills, experience, location, etc. The base pay range is subject to
• change and may be modified in the future. All regular employees may also be
• eligible for the corporate bonus program or a sales incentive (target included
• in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
• When you join Salesforce, you’ll be limitless in all areas of your life. Our
• benefits and resources support you to find balance and be your best, and our AI
• agents accelerate your impact so you can do your best. Together, we’ll bring the
• power of Agentforce to organizations of all sizes and deliver amazing
• experiences that customers love. Apply today to not only shape the future — but
• to redefine what’s possible — for yourself, for AI, and the world.
• In the United States, compensation offered will be determined by factors such as
• location, job level, job-related knowledge, skills, and experience. Certain
• roles may be eligible for incentive compensation, equity, and benefits. At Fin,
• we want to give people what they need to do the best work of their careers. Our
• benefits and programs are designed to support your health and wellbeing, your
• family, your time away from work, and your financial future. Offerings vary by
• location in line with local practices and requirements. Learn more about working
• at Fin and the benefits we offer at fin.ai/careers [http://fin.ai/careers].
• Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair
• Chance Initiative for Hiring, Salesforce will consider for employment qualified
• Fin has a hybrid working policy. We believe that working in person helps us stay
• connected, collaborate easier and create a great culture while still providing
• flexibility to work from home. We expect employees to be in the office at least
• three days per week.
• We have a radically open and accepting culture at Fin. We avoid spending time on
• divisive subjects to foster a safe and cohesive work environment for everyone.
• As an organization, our policy is to not advocate on behalf of the company or
• our employees on any social or political topics out of our internal or external
• communications. We respect personal opinion and expression on these topics on
• personal social platforms on personal time, and do not challenge or confront
• anyone for their views on non-work related topics. Our goal is to focus on doing
• incredible work to achieve our goals and unite the company through our core
• values [https://www.intercom.com/careers].
• And we believe we can lead the path to equality in part by creating a workplace
• that’s inclusive, and free from discrimination. Know your rights: workplace
• discrimination is illegal.

• Corporate bonus program
• Sales incentive
• Restricted stock units
• Health and wellbeing support