Customer Success Manager, High Touch

Responsibilities

• Build trusted-advisor relationships with high-value customers at the C-suite and executive level.
• Drive platform success and maximum value throughout the customer lifecycle.
• Develop customer Success Plans with Sales, Partners, and Solution Engineers, including QBRs, Executive Business Reviews, strategic planning sessions, and churn mitigation plans.
• Advise customers on Fin products and solutions to support adoption of relevant features.
• Develop and execute adoption strategies for high-value AI product accounts, including change management and package fulfillment.
• Identify, escalate, and mitigate churn and contraction risks with account teams.
• Identify and forecast growth opportunities for Fin’s AI products.
• Share customer and industry insights with the Solutions team and act as the Voice of the Customer.

Requirements

• 8+ years of relevant experience in customer success, account management, or strategic consulting.
• Experience with SaaS business models and complex enterprise customer needs across global teams.
• Experience establishing trusted-advisor relationships and guiding customer outcomes.
• Experience using Success Plans to align business goals and define success metrics.
• Ability to communicate complex problems clearly and concisely to varied audiences.
• Self-motivated, entrepreneurial, and collaborative.
• Experience building lasting customer and colleague relationships.
• SaaS or consumption-based technology experience is beneficial.

Compensation & Benefits

• Benefits and programs support health and wellbeing, family, time away from work, and financial future.
• Offerings vary by location according to local practices and requirements.
• Hybrid policy with employees expected in the office at least three days per week.