Customer Success Manager, High Touch

intercom· 35 open roles

San Francisco, CA On-siteFull-time6 days ago

Salary

Undisclosed

Experience

Mid

Job Type

Full-time

Posted

6 days ago

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About This RoleAI processing…

Fin , now part of Salesforce, is 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, giving modern support teams one single system.

Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.

Key Responsibilities

1
Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
2
Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms.
3
Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.
4
Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
5
Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.
6
Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.
7
Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.
8
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.

Perks & Benefits

All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). #LI-Hybrid Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life.

Certain roles may be eligible for incentive compensation, equity, and 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.