Fin is the AI Customer Agent company 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 for one single system that is designed to meet the needs of modern day support teams
Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers
What's the opportunity? As an Enterprise CSM, you’ll partner with our largest and most complex enterprise customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their teams to guide them through their AI Agent transformation with Fin — as both a Customer Agent and a Service Agent — 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 customer and support operations — and to achieve strategic outcomes aligned to their business goals
What will I be doing? Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts
Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms
Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both
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 executive stakeholders hold yourself and your customers accountable to clearly defined milestones and measurable outcome