Why This Job is Featured on The SaaS Jobs
Strategic Customer Success roles are increasingly central in SaaS as products move from “tool adoption” to “operational transformation,” and this listing sits squarely in that shift. The focus on AI-driven customer service and deploying an AI Agent (“Fin”) signals a SaaS environment where value is proven through measurable automation and workflow change, not just feature usage. The remit spans both executive alignment and hands-on operational discovery, which reflects how enterprise SaaS vendors are packaging AI capabilities into repeatable customer outcomes.
For a SaaS career, the standout value is the blend of consultative delivery and product-adjacent influence. The work involves translating business processes into solution designs with engineering, tracking usage patterns to diagnose risk, and codifying success via plans and business reviews. Those are durable skills across enterprise SaaS: outcome measurement, adoption strategy, and shaping internal roadmaps through a credible “voice of customer,” especially in categories evolving as quickly as AI agents.
This role fits professionals who prefer ambiguity-to-structure work: scoping, documenting requirements, and guiding stakeholders through change. It also suits CSMs or advisors comfortable operating from C-suite conversations down to configuration details, and who want a seat at the intersection of customer operations, product capability, and emerging AI patterns.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
What's the opportunity?
As a Strategic 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.
This role is an opportunity to shape how the world’s leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.
Responsibilities
- Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
- Facilitate requirements gathering and process map customer 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.
What skills do I need?
- 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
- 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.
Benefits
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
The OTE range for candidates within the Greater Chicago Area is $162,000 - $193,500. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. 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).
