Principal Customer Success Manager

Fin • Chicago, IL

18h • Hybrid

About The Position

As a Principal Customer Success Manager, you will partner with some of Fin’s largest and most complex enterprise customers to transform customer service with AI. Working with executive sponsors, Support leaders, and cross-functional teams, you will connect Fin’s capabilities to business priorities and guide customers from strategy and implementation through adoption, measurable value, and renewal. You will own success strategy for a portfolio of strategic enterprise customers, navigating complex organizations, multiple stakeholder groups, and changing business needs. The role also involves advising senior leaders, influencing how global businesses deploy AI, and helping shape the playbooks and best practices of a growing Customer Success team.

Requirements

• 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 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.
• Ability to simplify complex problems and communicate clearly with 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.
• Collaborative team player able to influence across functions, advocate for customers, and elevate the work of the broader team.

Responsibilities

• Own the health, success strategy, and retention of a portfolio of strategic enterprise customers, partnering with Account Management on renewal plans.
• Build relationships with 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 workflow documentation 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 customers 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 to advise customers and position solutions against alternatives.
• Represent the Voice of the Customer internally by translating enterprise customer needs into actionable product feedback and influencing solutions strategy.
• Mentor other CSMs and contribute to the playbooks, operating practices, and standards of a growing enterprise Customer Success team.

Benefits

• Eligible regular employees may receive a corporate bonus program or sales incentive.
• Eligible regular employees may receive stock in the form of Restricted Stock Units (RSUs).
• Benefits and programs support health and wellbeing, family, time away from work, and financial future; offerings vary by location.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed