Senior Customer Success Manager
Job description
About the role
Fin is on the lookout for a Senior Customer Success Manager who will play a pivotal role in guiding some of the company's largest enterprise clients as they transition to AI-enhanced customer service solutions. This position involves collaborating closely with C-level executives and operational teams, ensuring a smooth deployment of the Fin AI Agent from the initial planning stages to achieving optimal automation outcomes. This is an exciting opportunity to shape the future of customer support operations for major organizations through innovative AI technology.
Key facts
What you'll do
- Establish and nurture strong relationships with stakeholders across various levels, including executive leadership and operational staff.
- Facilitate sessions for gathering requirements and mapping out processes, ensuring that standard operating procedures are documented in a clear and actionable manner.
- Collaborate with engineering teams to translate customer requirements into effective Fin configurations, providing guidance on setup and prompt strategies.
- Monitor usage metrics to identify potential risks, recommend enhancements, and uncover opportunities for growth.
- Keep abreast of updates to Fin's product offerings and stay informed about broader trends within the AI agent industry.
- Conduct Success Plans, quarterly business reviews (QBRs), executive business reviews (EBRs), and strategic planning meetings to ensure alignment with client goals.
- Manage competing priorities across your portfolio of accounts to maximize value delivery.
- Serve as the internal advocate for customers, influencing the direction of product development and solutions based on their feedback.
Requirements
- A minimum of 8 years of experience in customer-facing roles, including management consulting, strategy, advisory, or enterprise SaaS customer success.
- Experience in business process mapping, requirements analysis, and solution design is essential.
- A solid technical foundation and a genuine interest in AI and agent development (coding skills are not necessary).
- Ability to simplify complex topics and communicate them effectively to diverse audiences.
- Proven experience in managing a diverse portfolio while achieving significant results for each account.
- A history of driving user adoption, implementing process improvements, and delivering measurable business outcomes on an enterprise scale.
- A self-motivated, adaptable, and team-oriented approach to work.
Nice to have
- Familiarity with enterprise SaaS platforms and their functionalities.
- Experience in AI agent configuration and prompt design.
- Skills in documenting business processes and creating success plans.
- Background in facilitating stakeholder management across various organizational levels.
- Knowledge of current trends and best practices in customer success management.
Skills & tools
- Proficiency in enterprise SaaS platforms.
- Experience with AI agent configuration and prompt design.
- Strong skills in business process documentation.
- Expertise in success planning and facilitating QBRs/EBRs.
- Effective stakeholder management skills across different organizational tiers.
Practical notes
- Competitive base salary along with equity options in a rapidly growing company.
- Regular salary reviews linked to performance metrics.
- Pension plan with employer contributions of up to 4 percent.
- Comprehensive life assurance, health insurance, and dental coverage for employees and their dependents.
- Unlimited access to Claude Code and other top-tier AI tools for experimentation and learning.
- Flexible vacation policy allowing for open holidays.
- Paid maternity leave and 6 weeks of paid paternity leave.
- Daily lunch provided, along with a fully stocked kitchen and snacks.
- Cycle-to-Work Scheme that includes secure bike storage facilities.
- Standard provision of a MacBook, with Windows laptops available for specific roles.
This role at Fin offers a unique opportunity to be at the forefront of AI-driven customer service, making a significant impact on how enterprises engage with their customers. If you are passionate about technology and customer success, and you possess the skills and experience outlined above, we encourage you to apply and join our innovative team in London.