Principal Customer Success Manager

Fin , now part of Salesforce, is on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk, giving modern support teams one single system. Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI. Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce. What’s the opportunity? As a Principal Customer Success Manager, you’ll partner with some of our largest and most complex enterprise customers to help them transform customer service with AI. You’ll work with executive sponsors, Support leaders, and cross-functional teams to connect Fin’s capabilities to business priorities and guide customers from strategy and implementation through adoption, measurable value, and renewal. You’ll own the success strategy for a portfolio of strategic enterprise customers, navigating complex organizations, multiple stakeholder groups, and evolving business needs. This is an opportunity to advise senior leaders, influence how global businesses deploy AI, and help shape the playbooks and best practices for our growing Customer Success team. Responsibilities • Own the health, success strategy, and retention of a portfolio of strategic enterprise customers, partnering closely with Account Management on renewal plans. • Build relationships across executive sponsors, operational leaders, technical teams, and frontline users. Develop multi-threaded stakeholder maps and ensure alignment across decision-makers and teams. • Lead executive conversations, strategic planning, QBRs/EBRs, and success-plan reviews that connect Fin’s roadmap and performance to customers’ business priorities. • Drive measurable value realization by tying Fin’s outcomes to customer goals such as cost savings, team capacity, customer experience, and service quality. Make progress and ROI clear to executive sponsors. • Develop and prioritize customer-specific AI and automation roadmaps, aligning business objectives, operational readiness, technical dependencies, and measurable milestones. • Guide complex enterprise implementations and adoption programs, including requirements gathering, process mapping, and documentation of workflows across teams, systems, or regions. • Partner with Solutions Engineering, Product, Support, and other internal teams to translate customer requirements into effective Fin solution designs. Advise on configuration, knowledge strategy, integrations, and prompt design. • Monitor leading indicators such as Fin resolution rate, involvement, CSAT, adoption breadth, and stakeholder engagement. Identify risks early and lead mitigation plans that protect customer outcomes and renewals. • Analyze usage and performance data to identify optimization opportunities, close resolution gaps, and uncover expansion use cases. • Maintain deep knowledge of Fin’s evolving capabilities and the AI-agent market, using that expertise to advise customers and position solutio