Customer Success Manager, High Touch

Fin is the AI Customer Agent company on a mission to help 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 for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

What's the opportunity?

Fin’s Strategic CSMs work with our largest and most complex customers to help them realize the full value of their Intercom investment and transform their approach to customer service. Our CSMs engage customers to unlock early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long-term growth.

As a Strategic CSM, you’ll build strong relationships with our most important customers, and lead them through their entire Intercom customer journey. You’ll be equipped to guide customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.

You'll use your solution expertise to enable customers to overcome their challenges to implementing and growing our AI products and act as a trusted advisor to the change those customers need to make.

You’ll work with a variety of customer profiles including C-Level contacts, executives, CX leaders, and multi-layered global CX teams to support the successful adoption and expansion of their Fin solution investment.

What will I be doing?

Develop a trusted advisor relationship with each of your high value customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.

Guide the customer and Fin account team (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, strategic planning sessions, and churn mitigation plans when necessary.

Be an expert and advisor, while maintaining an understanding and expertise of Fin products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements.

Engage with your customers to unlock early and sustained product adoption and success with Fin Solutions.

Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of Fin packages.

Reduce churn and contraction through early risk identification, intervention, escalation and mitigation in partnership with your account team.

Identify growth opportunities for Fin’s AI products within your book and forecast that growth back to the business.

Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team.

Be the Voice of the Customer to provide internal feedback on how Fin can better serve our Strategic customers.

What skills do I need?

8+ 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 SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.