Principal Customer Success Manager

Responsibilities

• Own the health, success strategy, and retention of a portfolio of strategic enterprise customers, partnering closely with Account Management on renewal plans.
• Build relationships across executive sponsors, operational leaders, technical teams, and frontline users. Develop multi-threaded stakeholder maps and ensure alignment across decision-makers and teams.
• Lead executive conversations, strategic planning, QBRs/EBRs, and success-plan reviews that connect Fin’s roadmap and performance to customers’ business priorities.
• 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.