Customer Success Manager, Scale

intercom· 27 open roles

Dublin, Ireland On-siteFull-time2 days ago

Salary

Undisclosed

Experience

Mid

Job Type

Full-time

Posted

2 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
Drive broad product adoption, with special focus on Fin and AI-powered features: helping customers understand how Fin can automate support, enhance service, and deliver self-serve experiences, alongside human support.
2
Design, implement, and iterate on engagement strategies and playbooks that can scale across customer segments—leveraging technology, automation, digital content, and smart touchpoints.
3
Monitor usage & health signals proactively—identifying risks, opportunities, and expansion paths; drive intervention where needed.
4
Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion.
5
Act as the Voice of the Customer: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training.
6
Help define what “Scaled CS” means here: you’ll be a builder—defining processes, tools, metrics, and models for what high volume, high value looks like.

Requirements

2–4+ years in a customer-facing role in SaaS / technology / product success or similar, with a track record of managing many customers or high-volume engagement.
Strong interest in / experience with AI & automation support tools; ability to explain AI/Fin features and use cases to customers, and help them build workflows around them.
Comfortable discussing technical topics such as APIs, integrations, and workflows—not an expert, but confident engaging with customers on technical questions and guiding them to resources.
Excellent communication skills: can break down complex product and technical topics clearly for different audiences (executives, operations, support leaders).
Data-driven mindset: able to monitor usage metrics, define success metrics, analyse what is / isn’t working, and adapt strategy based on results.
Self-starter, entrepreneurial, comfortable in ambiguity; able to build processes from scratch and consistently improve them.
Strong relationship builder: you can maintain trust even with many customers, manage expectations, and partner with internal stakeholders.
Interest in consumption or usage-based SaaS models.
Exposure to Generative AI, chatbots, virtual agents, or AI-assisted support tools.
Experience in operations, scaling CS / onboarding / customer education / digital engagement programs.

Perks & Benefits

Bonus skills & attributes Interest in consumption or usage-based SaaS models.

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.