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Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

As a High Touch CSM, you’ll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin , from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.

Responsibilities

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

Requirements

  • 3-5 years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS or Consumption-based Technology companies experience a benefit.
  • Experience with business process mapping, requirements analysis, and solution design.
  • Strong technical acumen and passion for AI/agent-building (coding not required).
  • Ability to simplify and communicate complex problems clearly across audiences.
  • Strong prioritization skills to effectively 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, and curious team player with a high level of self-efficacy.

The base salary range for candidates within the San Francisco Bay Area is $150,300-$179,525.

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