Why This Job is Featured on The SaaS Jobs
Enterprise Customer Success roles sit at the centre of SaaS value delivery, and this one is tightly aligned to the current shift toward AI-enabled customer service platforms. The remit goes beyond relationship management into guiding large organisations through AI agent implementation, where adoption, automation performance, and executive alignment determine whether a product becomes embedded or stalls.
For a SaaS career, the role builds durable strengths in outcome-based success, a discipline that travels well across enterprise software categories. It emphasises translating messy operational realities into requirements, connecting product capabilities to measurable business impact, and using usage data to steer change. The exposure to multi-stakeholder programmes and ROI narratives reflects how modern SaaS teams protect retention while expanding accounts through demonstrated value.
This position will suit professionals who enjoy structured problem framing and can move between board-level conversations and detailed process mapping without losing clarity. It also fits those who prefer partnering closely with product and engineering to shape solution design, and who are motivated by continuous learning in a rapidly evolving AI feature set rather than a purely renewals-driven CSM track.
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 an Enterprise CSM, you’ll partner with our largest and most complex enterprise customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their teams to guide them through their AI Agent transformation with Fin — as both a Customer Agent and a Service Agent — 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 customer and support operations — and to 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 across a focused portfolio of high-value enterprise accounts.
- Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms.
- Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both.
- 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 executive stakeholders hold yourself and your customers accountable to clearly defined milestones and measurable outcomes.
- Quantify and communicate customer value through ROI metrics, outcome narratives, and executive briefings — building compelling business cases for continued and expanded investment.
- Partner with Sales and Renewals to protect GRR, drive growth and progress further exposure of Fin to our customers' challenges.
- 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?
- 10+ 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 at enterprise scale.
- Strong technical acumen and genuine passion for AI — comfortable engaging with technical concepts and holding meaningful conversations with engineering and product teams (coding not required).
- Ability to evaluate AI performance data — automation rate, resolution rate, CSAT deflection — and translate metrics into compelling business outcomes.
- Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executive audiences.
- Ability to simplify and communicate complex problems clearly across audiences — from technical teams to boards.
- Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms.
- Ability to apply a deep understanding of product roadmap to enhance customers’ automation strategies and deliver measurable outcomes.
- Proven ability to manage multi-threaded Success Plans across complex enterprise accounts, aligning multiple stakeholders and workstreams to drive coordinated outcomes.
- Self-motivated, adaptable, and intellectually curious — a leader among peers 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!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- 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.
#LI-Hybrid
