Why This Job is Featured on The SaaS Jobs
Strategic Customer Success roles are becoming a focal point in SaaS as AI capabilities move from experimentation into operational change. This position sits at that inflection point, working with large enterprise customers on the practical adoption of an AI agent product, where success is defined by measurable usage, automation performance, and alignment to executive priorities rather than feature delivery alone.
For a SaaS career, the role offers durable experience in outcomes-led customer work: scoping ambiguous problems, converting requirements into implementable solution designs, and steering adoption over time. It also builds fluency in cross-functional execution, translating between customer stakeholders and engineering while maintaining a strong grasp of a rapidly evolving product surface area. Those skills tend to transfer across enterprise SaaS, particularly in platforms where implementation quality and change management determine retention and expansion.
This role is best suited to professionals who prefer consultative, structured engagement and can operate comfortably across C-suite conversations and hands-on operational detail. It fits someone who enjoys balancing a portfolio while going deep where impact is highest, and who is motivated by iterative optimisation, clear documentation, and being a credible internal voice for customer needs in an AI-influenced SaaS environment.
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?
- 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
- Open vacation policy and flexible holidays so you can take time off when you need it
- 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.
