Principal Customer Success Manager (AI)

Location: Chicago, Illinois; New York City; or San Francisco, California. Hybrid role requiring employees to be in the office at least three days per week.

OTE: $222,300–$247,000 in the New York or San Francisco Bay Area; $200,070–$222,300 in the Greater Chicago Area. Additional bonus or sales incentive and RSUs may be available.

Company

Fin, now part of Salesforce, develops the AI Agent Fin and integrated customer support solutions for customer service, sales, and ecommerce.

What you will do

• Own the success strategy, health, retention, and renewal planning for a portfolio of strategic enterprise customers.
• Build relationships with executive sponsors, operational leaders, technical teams, and frontline users, maintaining stakeholder maps and alignment.
• Lead executive conversations, strategic planning, QBRs/EBRs, and success-plan reviews tied to business priorities and Fin’s roadmap.
• Drive measurable value through AI and automation roadmaps, enterprise implementations, adoption programs, process mapping, and workflow documentation.
• Partner with Solutions Engineering, Product, Support, and other teams on configuration, knowledge strategy, integrations, prompt design, and solution requirements.
• Monitor resolution rate, involvement, CSAT, adoption, and stakeholder engagement; identify risks, optimize performance, mentor CSMs, and represent the Voice of the Customer.

Requirements

• 8+ years of customer-facing experience in enterprise Customer Success, strategic account management, management consulting, strategy, or a related advisory role.
• Experience with large enterprise clients, complex organizations, senior stakeholders, and multi-team or cross-functional programs.
• A track record of building executive relationships and influencing C-suite, operational, and technical stakeholders.
• 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 connecting product performance and customer outcomes to ROI, renewal strategy, and expansion opportunities.
• Strong technical acumen and genuine interest in AI, automation, and agent-building; coding experience is not required.
• Ability to simplify complex problems and communicate clearly with executive and technical audiences.
• Strong prioritization and program-management skills for competing priorities across a strategic customer portfolio.
• Self-motivated, adaptable, curious, collaborative, and able to influence across functions, advocate for customers, and take ownership in a fast-changing environment.

Culture & Benefits

• Hybrid working policy with at least three office days per week and flexibility to work from home.
• Benefits and resources support health, wellbeing, family, time away from work, and financial security; offerings vary by location.
• Regular employees may be eligible for corporate bonus or sales incentive compensation and RSUs.
• Open, accepting, collaborative, and inclusive work environment with equal-opportunity and non-discrimination policies.