Customer Success Manager, High Touch

<div class="content-intro"><p><a href="https://fin.ai/">Fin</a>, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.</p> <p>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, giving modern support teams one single system.</p> <p>Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.</p> <p>Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.</p></div><h2>What's the opportunity?&nbsp;</h2> <p>As a High Touch CSM, you’ll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin — from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.&nbsp;</p> <p>This role is an opportunity to shape how the world’s leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.</p> <h2>What will I be doing?&nbsp;</h2> <ul> <li>Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).</li> <li>Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms.</li> <li>Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.</li> <li>Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.&nbsp;</li> <li>Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.</li> <li>Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.</li