Customer Success Manager, High Touch

intercom· 35 open roles

London, England On-siteFull-time4 weeks ago

Salary

Undisclosed

Experience

Mid

Job Type

Full-time

Posted

4 weeks ago

Apply Now

Boost your chances at intercom

Tailor your resume to this exact job and generate a matching cover letter in about 60 seconds with JobEase — our AI application assistant.

ATS-optimized resume
Personalized cover letter
Match score & keyword gaps

Tailor my application

Free to start · no card required

Get more other jobs in your inbox

Verified daily — no ghost listings.

About This RoleAI processing…

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

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

Key Responsibilities

1
Develop a trusted advisor relationship with each of your high value customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
2
Guide the customer and Fin account team (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, strategic planning sessions, and churn mitigation plans when necessary.
3
Be an expert and advisor, while maintaining an understanding and expertise of Fin products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements.
4
Engage with your customers to unlock early and sustained product adoption and success with Fin Solutions.
5
Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of Fin packages.
6
Reduce churn and contraction through early risk identification, intervention, escalation and mitigation in partnership with your account team.
7
Identify growth opportunities for Fin’s AI products within your book and forecast that growth back to the business.
8
Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team.
9
Be the Voice of the Customer to provide internal feedback on how Fin can better serve our Strategic customers.

Requirements

8+ 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 SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.
Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
Ability to understand and communicate complex problems clearly and concisely to different audiences.
Self-motivated and entrepreneurial team player.
Experience building lasting relationships with customers and colleagues.

Perks & Benefits

Learn more about working at Fin and the benefits we offer at fin.ai/careers .

We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home.