Customer Success Manager, High Touch

📋 Description

• Strategic CSMs work with our largest, most complex customers to realize value of Intercom
• Lead customers through the Intercom journey with proactive, programmatic engagement and best
• Act as trusted advisor to enable adoption and growth of Fin AI solutions and Intercom integration.
• Collaborate with Sales, Partners, and Solutions Engineers to develop customer success plans and
• Drive adoption strategies, reduce churn, and identify expansion opportunities.
• Provide Voice of the Customer feedback to help Fin improve for strategic customers.

🎯 Requirements

• 8+ years in customer-facing CS, account management, or strategic consulting (SaaS/tech preferred).
• Experience with SaaS business models and enterprise value realization across global teams.
• Proven track record as trusted advisor guiding customer outcomes.
• Experience using Success Plans to align goals and success metrics.
• Strong ability to communicate complex problems clearly to diverse audiences.
• Self-motivated, entrepreneurial team player with relationship-building skills.

🎁 Benefits

• Hybrid working policy with in-office presence expected.
• Values diversity and Equal Employment Opportunity.
• Learn more about Fin and benefits at fin.ai/careers.