Why This Job is Featured on The SaaS Jobs
This Senior Customer Success Manager role sits at a timely intersection in SaaS: enterprise customer success and the operationalisation of AI agents in customer support. The remit goes beyond ongoing account management into guiding large organisations through change—scoping, process mapping, and translating business requirements into workable solution designs alongside engineering. That combination reflects where mature SaaS adoption is heading: measurable outcomes, not feature utilisation.
From a SaaS career perspective, the role builds durable strengths in driving adoption for complex deployments, running executive-facing cadence (QBRs/EBRs), and quantifying value through automation and business metrics. It also develops the “voice of customer” muscle that’s increasingly central in product-led and AI-enabled SaaS, where feedback loops and configuration strategy can influence roadmap direction and implementation patterns across a portfolio.
This position is best suited to a senior operator who enjoys ambiguity in early-stage transformations and can switch between strategic stakeholder management and hands-on problem structuring. It will appeal to professionals comfortable partnering with technical teams without being an engineer, and who prefer roles where success is defined by customer outcomes, operational change, and sustained product adoption.
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.
What will I be doing?
- 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.
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 equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
