Overview In this role you will partner with Fin's largest clients to drive AI-powered transformation of their customer service operations. You will work with C-suite and support teams to scope projects, map processes, and drive measurable adoption and automation inside enterprise accounts. You will translate customer needs into Fin solutions, guide configurations, and monitor usage to identify risks and expansion opportunities. You will lead strategic planning sessions and advocate for customer needs to shape product strategy. This is a chance to influence how top companies deploy AI in support and achieve business outcomes.
Compensation / Benefits- corporate bonus program
- stock in RSUs
- health and wellbeing benefits
- family support
- time off policy
- financial future planning
Responsibilities- Develop trusted advisor relationships with customers across roles, including executives and contributors
- Facilitate requirements gathering and process mapping; document in clear, actionable terms
- Collaborate with engineers to translate requirements into Fin designs and guidance on configuration and prompt strategy
- Monitor usage patterns to identify risks, optimize outcomes, and uncover expansion opportunities
- Maintain deep product knowledge of Fin's evolving capabilities and market trends
- Lead Success Plans, QBRs/EBRs, and strategic planning with customers
- Prioritize competing demands to deliver high-value outcomes across a portfolio
- Serve as Voice of the Customer, influencing solutions strategy
Key requirements- 3-5 years in customer-facing CS, account management, or strategic consulting in SaaS or consumption-based tech (bonus)
- Experience with business process mapping, requirements analysis, and solution design
- Strong technical acumen and interest in AI/agent-building (coding not required)
- Ability to simplify complex problems and communicate clearly to diverse audiences
- Proven success driving adoption and measurable outcomes for enterprise customers
- Self-motivated, adaptable, and collaborative team player with high self-efficacy
- Eligibility to work in the United States (required)
- Clear communication
- Prioritization and time management
- Adaptability and curiosity
- AI/agent-building interest (non-coding)
- Technical acumen in enterprise SaaS
- Requirements analysis and solution design
