Senior Customer Success Manager

Responsibilities

• Develop trusted advisor relationships with customers, from C-suite stakeholders to individual contributors.
• Facilitate requirements gathering and process mapping for standard operating procedures; document findings in clear, precise, and actionable terms.
• Collaborate with engineers to translate customer requirements into Fin solution designs, guiding customers 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 and remain market-aware of the evolving AI-agent industry.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with customers.
• Prioritize competing demands to drive the highest-value outcomes across the customer portfolio.
• Act as the Voice of the Customer internally, advocating for customer needs and shaping solutions strategy.

Requirements

• 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS customer success management.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical acumen and passion for AI and agent-building; coding is not required.
• Ability to simplify and communicate complex problems clearly across audiences.
• Strong prioritization skills to manage a broad portfolio of customer accounts while delivering depth of impact.
• Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.
• Self-motivated, adaptable, curious, and collaborative, with a high level of self-efficacy.

Compensation and Benefits

• Competitive salary and equity in a fast-growing startup.
• Lunch served every weekday, plus snacks and a fully stocked kitchen.
• Regular compensation reviews.
• Unlimited access to Claude Code and other best-in-class AI tools.
• Pension scheme with matching contributions up to 4%.
• Life assurance and comprehensive health and dental insurance for employees and dependents.
• Open vacation policy and flexible holidays.
• Paid maternity leave and six weeks of paternity leave.
• Cycle-to-Work Scheme and secure bike storage.
• MacBook standard equipment, with Windows available for certain roles.
• Hybrid working policy requiring employees to work in the office at least three days per week.