Principal Customer Success Manager

At Fin, now part of Salesforce, the Principal Customer Success Manager role is embedded within the Customer Success & Solutions team, focusing on leveraging Fin's AI Agent to transform enterprise customer service. The company specializes in AI-driven customer support solutions that integrate seamlessly with platforms like Intercom and Salesforce's AI CRM, aiming to enhance customer experience through innovative AI technology. This position supports large, complex enterprise clients in adopting AI to improve service quality and operational efficiency.

Day-to-day responsibilities include managing a portfolio of strategic enterprise customers, collaborating with executive sponsors and cross-functional teams to align Fin's AI capabilities with business goals. The role involves leading strategic planning, driving measurable value, overseeing complex implementations, and ensuring customer retention and satisfaction. The manager also mentors peers and contributes to developing best practices within the Customer Success team, acting as a bridge between customers and internal product and engineering teams.

Candidates should bring over eight years of experience in enterprise customer success or related advisory roles, with a proven ability to manage complex client relationships and influence senior stakeholders. Strong skills in strategic planning, program management, and technical understanding of AI and automation are essential. The role requires excellent communication, prioritization, and adaptability to thrive in a dynamic environment, supporting Fin's mission to innovate customer experience through AI.