Enterprise Customer Success Manager

📋 Description

• Develop trusted advisor relationships with executives and contributors in high-value enterprise accounts.
• Facilitate requirements gathering and process mapping; document in clear, actionable terms.
• Act as transformation architect shaping customer strategy and AI/automation roadmaps.
• Collaborate with engineers to translate requirements into Fin solution designs.
• Monitor Fin usage patterns to identify risks, optimize, and uncover expansion opportunities.
• Lead Success Plans and QBRs/EBRs with executives to define milestones and outcomes.

🎯 Requirements

• 10+ 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 at enterprise scale.
• Strong technical acumen and genuine passion for AI — comfortable engaging with technical concepts (coding not required).
• Ability to evaluate AI performance data — automation rate, resolution rate, CSAT deflection — and translate metrics into business outcomes.
• Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executives.
• Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms.

🎁 Benefits

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation and building is encouraged and celebrated.
• Flexible paid time off policy
• Paid Parental Leave Program