Principal Customer Success Manager, Enterprise

What's the opportunity?  

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.

This role is an opportunity to shape how the world’s leading companies deploy AI to transform their customer and support operations — and to achieve strategic outcomes aligned to their business goals.

What will I be doing? 

• 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.

What skills do I need? 

• 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 

We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us! 

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for employees, friends, and family!

*Proof of eligibility to work in the United States is required.

The OTE range for candidates within the San Francisco Bay Area is $222,300 - $265,550. 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).  

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