Senior 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 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 • Own the retention and health of a portfolio of strategic customers. Track leading indicators (Fin resolution rate, involvement, CSAT, adoption breadth, stakeholder engagement), flag risk early, and run mitigation plans to secure renewals in partnership with Account Management. • Drive measurable value realization by tying Fin’s performance to each customer’s business outcomes (cost savings, team capacity, customer experience), and make that ROI visible to executive sponsors at every stage of the relationship. • Build and prioritize an Automation Roadmap for each customer, balancing competing demands to deliver outcomes across your portfolio. • Develop trusted advisor relationships from the C-suite to individual contributors, and multi-thread accounts so success doesn’t depend on a single champion. • Lead requirements gathering and process mapping of customers’ standard operating procedures, and document them in clear, precise and actionable terms. • Partner with engineers to turn customer requirements into Fin solution designs, and guide customers on configuration best practices, knowledge strategy and prompt design. • Analyze Fin usage and performance data to find optimization opportunities, close resolution gaps and uncover expansion use cases. • Lead Success Plans, QBRs/EBRs and strategic planning sessions that align Fin’s roadmap with the customer’s goals. • Keep deep product knowledge of Fin’s fast-expanding capabilities and stay aware of where the AI-agent market is heading, so you can position Fin against alternatives. • Act as the Voice of the Customer internally, turning customer insights into product feedback and shaping our solutions strategy. • Mentor other CSMs and help shape the playbooks and best practices of a growing team. 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 solut