Principal Customer Success Manager

• 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.

What skills do I need?

• 8+ years of customer-facing experience in enterprise Customer Success, strategic account management, management consulting, strategy, or a related advisory role.

• Demonstrated experience working with large enterprise clients, including complex organizations, senior stakeholders, and multi-team or cross-functional programs.

• A track record of building executive relationships and influencing decisions across a range of customer stakeholders, from C-suite leaders to operational and technical teams.

• Demonstrated success driving adoption, retention, process improvement, and measurable business outcomes for enterprise customers.

• Experience with business process mapping, requirements analysis, solution design, or complex technology implementations.

• Strong commercial judgment and the ability to connect product performance and customer outcomes to ROI, renewal strategy, and expansion opportunities.

• Strong technical acumen and a genuine interest in AI, automation, and agent-building. Coding experience is not required.

• Ability to simplify complex problems and communicate clearly with both executive and technical audiences.

• Excellent prioritization and program-management skills, with the ability to manage competing priorities across a strategic customer portfolio.

• Self-motivated, adaptable, and curious, with the judgment and ownership to operate effectively in a fast-changing environment.

• A collaborative team player who can influence across functions, advocate for customers, and help elevate the work of the broader team.

The OTE range for candidates within the New York or San Francisco Bay Area is $222,300- $247,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

The OTE range for candidates within the Greater Chicago Area is $200,070 - $222,300. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers . Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values .

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

• Customer Support

Source: We Work Remotely