Principal Customer Success Manager

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.

• 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 solutions against alternatives.
• Represent the Voice of the Customer internally, translating enterprise customer needs into actionable product feedback and influencing our solutions strategy.
• Mentor other CSMs and contribute to the playbooks, operating practices, and standards of a growing enterprise Customer Success team.

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