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Senior Customer Success Manager

Intercom
Chicago, USA
Senior
Onsite
Discovered Today

Full Job Posting

Responsibilities

  • Own the retention and health of a portfolio of strategic customers. Track leading indicators (Fin resolution rate, involvement, CSAT, adoption breadth, stakeholder engagement), flag risk early, and run mitigation plans to secure renewals in partnership with Account Management.
  • Drive measurable value realization by tying Fin’s performance to each customer’s business outcomes (cost savings, team capacity, customer experience), and make that ROI visible to executive sponsors at every stage of the relationship.
  • Build and prioritize an Automation Roadmap for each customer, balancing competing demands to deliver outcomes across your portfolio.
  • Develop trusted advisor relationships from the C-suite to individual contributors, and multi-thread accounts so success doesn’t depend on a single champion.
  • Lead requirements gathering and process mapping of customers’ standard operating procedures, and document them in clear, precise and actionable terms.
  • Partner with engineers to turn customer requirements into Fin solution designs, and guide customers on configuration best practices, knowledge strategy and prompt design.
  • Analyze Fin usage and performance data to find optimization opportunities, close resolution gaps and uncover expansion use cases.
  • Lead Success Plans, QBRs/EBRs and strategic planning sessions that align Fin’s roadmap with the customer’s goals.
  • Keep deep product knowledge of Fin’s fast-expanding capabilities and stay aware of where the AI-agent market is heading, so you can position Fin against alternatives.
  • Act as the Voice of the Customer internally, turning customer insights into product feedback and shaping our solutions strategy.
  • Mentor other CSMs and help shape the playbooks and best practices of a growing team.
  • What skills do I need?
  • 8+ 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.
  • Strong technical acumen and passion for AI/agent-building (coding not required).
  • Ability to simplify and communicate complex problems clearly across audiences.
  • Strong prioritization skills to effectively manage a broad portfolio of customer accounts while delivering depth of impact.
  • Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.
  • Self-motivated, adaptable, and curious team player with a high level of self-efficacy.
  • The OTE range for candidates within the New York or San Francisco Bay Area is $186,300 $207,000. 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 $167,670- $186,300. 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).
  • #LI-Hybrid
  • Unleash Your Potential
  • When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
  • 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.

Qualifications

  • Experience with business process mapping, requirements analysis, and solution design.

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