Why This Job is Featured on The SaaS Jobs
This Senior Customer Success Manager role stands out in SaaS because it sits at the intersection of enterprise adoption and AI product transformation. The remit focuses on guiding large, complex customers through implementing an AI agent solution, which is increasingly where SaaS value is won or lost: not at purchase, but in measurable usage, workflow change, and operational outcomes.
From a career standpoint, the work builds durable SaaS expertise in post sale strategy. It develops fluency in discovery, requirements gathering, and solution design, then connects that work to adoption metrics and ongoing optimisation. The exposure to executive stakeholders, alongside close collaboration with engineering, mirrors how modern SaaS companies run high impact customer programs, and the skills translate across enterprise SaaS, platform products, and automation driven categories.
This position tends to suit professionals who enjoy structured problem solving with clear documentation and stakeholder alignment. It also fits those who prefer roles where technical curiosity matters even without writing code, and where success is defined by customer outcomes tracked over time rather than one off deliverables.
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 Senior 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 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 equity in a fast-growing start-up.
- Catered lunch every weekday, plus 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.
- Flexible paid time off policy.
- Healthcare stipend towards private health insurance for you and your partner/spouse.
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
#LI-Hybrid
