Why This Job is Featured on The SaaS Jobs
This Senior Customer Success Manager role sits at the intersection of enterprise SaaS adoption and applied AI, supporting customers implementing an AI agent product within customer service operations. In the current SaaS landscape, where automation and measurable outcomes increasingly define renewals and expansion, roles that blend advisory work with product-led change management are becoming central to how vendors win and retain strategic accounts.
Long term, the work builds durable SaaS career capital: translating business objectives into implementation plans, shaping usage patterns through structured success motions, and partnering closely with engineering to turn requirements into workable solution designs. Experience here tends to sharpen the ability to quantify value, manage multi stakeholder programs, and develop a point of view on operational maturity, all of which transfers across enterprise SaaS, platform products, and emerging AI native vendors.
This position is best suited to professionals who enjoy consultative customer work with a technical edge, and who are comfortable moving between executive conversations and detailed process mapping. It will fit someone who prefers outcome tracking over ticket handling, and who wants a role where product knowledge, prioritization, and customer advocacy are equally important.
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!
- 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.
