Customer Success Manager, High Touch

Responsibilities

• Build trusted-advisor relationships with customers, from C-suite stakeholders to individual contributors.
• Facilitate requirements gathering and process mapping for customers’ standard operating procedures; document findings clearly and precisely.
• Collaborate with engineers to translate customer requirements into Fin solution designs and guide configuration best practices and prompt strategy.
• Monitor product usage to identify risks, recommend optimizations, and uncover expansion opportunities.
• Maintain deep product knowledge of Fin’s capabilities and stay current on the AI-agent industry.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions.
• Prioritize competing demands to drive high-value outcomes across a customer portfolio.
• Advocate for customer needs internally and help shape solution strategy.

Requirements

• 3–5 years of relevant experience in customer success, account management, or strategic consulting in a customer-facing organization.
• 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 to varied audiences.
• Strong prioritization skills while managing a broad portfolio of customer accounts.
• Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.
• Self-motivated, adaptable, curious, and collaborative.
• Experience in SaaS or consumption-based technology companies is beneficial.

Compensation

• San Francisco Bay Area base salary: $150,300–$179,525.
• Regular employees may be eligible for a corporate bonus or sales incentive and restricted stock units (RSUs).