Senior Customer Success Manager

About the role

Fin is looking for a Strategic Customer Success Manager to work alongside their largest enterprise clients as they adopt AI-powered customer service. You will guide C-level executives and support teams through every stage of deploying the Fin AI Agent, from initial scoping through to achieving top-tier automation results. This position offers the chance to influence how major organizations reshape their support operations using AI.

Key facts

What you'll do

• Build trusted relationships with stakeholders at all levels, including C-suite leaders and hands-on team members
• Lead requirements gathering and process mapping sessions, documenting standard operating procedures in clear, actionable formats
• Partner with engineers to turn customer needs into Fin configurations, advising on setup and prompt strategies
• Track usage data to spot risks, suggest improvements, and identify growth opportunities
• Stay current on Fin product updates and broader trends in the AI agent space
• Run Success Plans, quarterly and executive business reviews, and strategic planning meetings
• Balance competing priorities across your account portfolio to deliver maximum value
• Act as the internal voice of the customer, influencing product and solutions direction

Requirements

• 8 or more years in customer-facing roles such as management consulting, strategy, advisory, or enterprise SaaS customer success
• Background in business process mapping, requirements analysis, and solution design
• Strong technical understanding and genuine interest in AI and agent-building (no coding required)
• Ability to break down complex topics and communicate them clearly to varied audiences
• Proven skill in managing a wide portfolio while still delivering meaningful results for each account
• Track record of driving adoption, process improvements, and measurable business outcomes at enterprise scale
• Self-directed, adaptable, and collaborative mindset

Skills & tools

• Enterprise SaaS platforms
• AI agent configuration and prompt design
• Business process documentation
• Success planning and QBR/EBR facilitation
• Stakeholder management across organizational levels

Practical notes

• Competitive base salary plus equity in a high-growth company
• Regular compensation reviews tied to performance
• Pension scheme with employer match up to 4 percent
• Life assurance, health insurance, and dental coverage for you and dependents
• Unlimited access to Claude Code and other leading AI tools for experimentation
• Open vacation policy with flexible holidays
• Paid maternity leave and 6 weeks paternity leave
• Daily lunch provided, fully stocked kitchen, and snacks
• Cycle-to-Work Scheme with secure bike storage
• MacBook provided as standard, Windows available for specific roles