Senior Forward Deployed Product Manager

Fin•San Francisco, CA

22h•$199,800 - $222,000•Hybrid

About The Position

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. 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 for one single system that is designed to meet the needs of modern day support teams. Founded in 1994, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. In AI, proximity to customer reality is the moat. Even the best model doesn't run itself: it takes someone who gets close enough to a customer's business to make it work, and that closeness doesn't happen on its own. That's where the Forward Deployed Product Manager comes in. You'll work directly with our biggest customers at the moments that matter most in their journey with Fin, whether that's proving out value in an evaluation, getting a deployment live, or expanding what's possible once it's working, and get them to real, measurable success with Fin faster than they'd get there on their own. What you learn with them feeds back into the product, so every customer after them gets there faster and better too. This is a very novel role in the industry, still being shaped, and you'll help sharpen what great looks like at Fin: evolving the playbooks, and shaping how we win and deliver on our biggest, highest-stakes deals. This is a high-ownership, high-visibility role for a PM who wants real time with customers and hands-on time with the product, and who's comfortable making progress before every answer is known.

Requirements

Customer obsession: Deep empathy paired with a bias for action. You're motivated by solving the real problem and delivering measurable results.
Communication & storytelling: You can pitch Fin to a room of executives, then get into the technical weeds with their engineers, adjusting depth and tone without losing either audience.
Technical fluency: You're able to talk to engineers and customers about modern tech stack, from APIs and SaaS infrastructure to LLMs and low-code tooling. You're comfortable onboarding a customer into more technical product setups.
Evidence-based thinking: You use data, not anecdotes, to make the case for a deployment plan or a roadmap bet, and you're comfortable pulling and interpreting data (conversation logs, usage, CX metrics) to find the story.
Cross-functional influence: You navigate organizational boundaries easily, and bring people together to get the best outcome for customers and Fin.
Comfort with ambiguity: You thrive in fast-changing, undefined environments, switching fluidly between big-picture strategy and in-the-weeds execution.
Operational rigor: Operational rigor: You're highly organized and structured, managing multiple deployments and priorities without becoming reactive, and you know when a moment calls for speed versus polish.

Nice To Haves

Experience building product for enterprise customers
Startup or B2B SaaS experience
Background in technical consulting, solutions engineering, or customer success

Responsibilities

Own outcomes for a portfolio of strategic customers deploying Fin. Understand their business, their support operation, and their technical environment well enough that the deployment plan you propose earns trust immediately.
Run the full arc yourself. Pitch and demo Fin, scope the solution, hands-on configure it (including custom development if required), and unblock whatever gets in the way, whether that's a product gap, a technical integration, or a cross-functional snag.
Be the AI expert in the room. Customers should leave every conversation with you knowing more about how to get outstanding results from Fin.
Partner tightly with Sales, Success, and R&D so each deployment feels like one team to the customer, not a relay race.
Turn what you learn in the field into product. Bring specific, evidence-backed input, not just feature requests, to shape the roadmap.
Build the playbook as you go: the deployment patterns, templates, and best practices that make the next ten deployments faster than the first.
Help define what Forward Deployed PM means at Fin. It's a very novel role across the industry, still being shaped, and you'll help sharpen what it looks like here.
Success in this role looks like your customers thriving with Fin, and the product getting sharper because of what you learned from them. It's product management at its core, not solutions engineering, customer success, or professional services.