Why This Job is Featured on The SaaS Jobs
This Senior Customer Success Manager role sits at the intersection of enterprise SaaS and applied AI, supporting customers adopting an AI agent product within customer service operations. In the current SaaS landscape, where automation and measurable outcomes increasingly define renewal and expansion conversations, roles focused on AI-enabled transformation are becoming a distinct track within Customer Success.
Career-wise, the remit builds durable SaaS experience: translating executive goals into adoption plans, turning usage signals into risk and opportunity management, and partnering closely with product and engineering on solution design. The emphasis on requirements gathering, process mapping, and prompt strategy reflects how modern SaaS CS is evolving toward consultative, technically literate delivery rather than relationship management alone. That combination tends to transfer well across enterprise platforms where implementation quality and time-to-value drive retention.
This position best matches professionals who prefer structured, outcome-based work with senior stakeholders and can move comfortably between business process detail and product configuration. It also suits CSMs or consultants who want their SaaS career to lean into AI-era change management, without needing to be hands-on engineers, while still maintaining credible technical fluency.
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 mapping for 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?
- 4-7 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).
