Principal Customer Success Manager, Enterprise

ABOUT THE ROLE We are seeking a highly experienced Principal Customer Success Manager to partner with our largest and most complex enterprise customers to help them succeed in the new era of AI-driven customer service. As a key member of our team, you will work with C-suite leaders and their teams to guide them through their AI Agent transformation with Fin, from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes. WHAT YOU'LL DO As an Enterprise CSM, your primary responsibilities will include: Developing trusted advisor relationships with customers, from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts Facilitating requirements gathering and process mapping for the customer's standard operating procedures; documenting in clear, precise, and actionable terms Acting as a transformation architect, influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both Collaborating with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy Monitoring Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities Maintaining deep product knowledge of Fin's fast-expanding capabilities; remaining market aware of the fast-evolving AI-agent industry Leading Success Plans, QBRs/EBRs, and strategic planning sessions with executive stakeholders, holding yourself and your customers accountable to clearly defined milestones and measurable outcomes Quantifying and communicating customer value through ROI metrics, outcome narratives, and executive briefings, building compelling business cases for continued and expanded investment Partnering with Sales and Renewals to protect GRR, drive growth, and progress further exposure of Fin to our customers' challenges Prioritizing competing demands to drive the highest-value outcomes across your customer portfolio Being the Voice of the Customer internally, advocating for customers' needs and shaping our solutions strategy WHAT YOU'LL NEED To succeed in this role, you will need: 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles Experience with business process mapping, requirements analysis, and solution design at enterprise scale Strong technical acumen and genuine passion for AI, comfortable engaging with technical concepts and holding meaningful conversations with engineering and product teams (coding not required) Ability to evaluate AI performance data, automation rate, resolution rate, CSAT deflection, and translate metrics into compelling business outcomes Strong commercial instincts, understanding enterprise procurement cycles and how to frame value for CFO and CX executive audiences Ability to simplify and communicate complex problems clearly across audiences, from technical teams to boards Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms Ability to apply a deep understanding of product roadmap to enhance customers' automation strategies and deliver measurable outcomes Proven ability to manage multi-threaded Success Plans across complex enterprise accounts, aligning multiple stakeholders and workstreams to drive coordinated outcomes Self-motivated, adaptable, and intellectually curious, a leader among peers with a high level of self-efficacy WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere and enjoy a better work-life balance. You will be part of a