The opportunity
Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
What you'll do
Drive broad product adoption, with special focus on Fin and AI-powered: features: helping customers understand how Fin can automate support, enhance service, and deliver self-serve experiences, alongside human support.
Design, implement, and iterate on engagement strategies and playbooks that: can scale across customer segments—leveraging technology, automation, digital content, and smart touchpoints.
Own implementation and onboarding conversations for your customers, ensuring: they are being set up for success from Day 1.
Monitor usage & health signals proactively—identifying risks, opportunities,: and expansion paths; drive intervention where needed.
Collaborate closely with Sales, Solution Engineering, Education, and Product: to ensure a seamless customer journey from purchase through expansion.
Act as the Voice of the Customer: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training.
What they're looking for
- Help define what Customer Success means here: you’ll be a builder—defining processes, tools, metrics, and models for what high volume, high value looks like.
- – 4+ years in a customer-facing role in SaaS / technology / product success: or similar, with a track record of supporting complex customer needs. SaaS or Consumption-based Technology companies experience a benefit.
- Strong interest in / experience with AI & automation support tools; ability: to explain AI/Fin features and use cases to customers, and help them build workflows around them.
- Comfortable discussing technical topics such as APIs, integrations, and: workflows—not an expert, but confident engaging with customers on technical questions and guiding them to resources.
