---
title: 'Customer Success Manager, High Touch at Fin'
canonical: 'https://feeny.ai/job/customer-success-manager-high-touch-fin-chicago-qqbbkjec9w5w'
type: 'job'
last_seen: '2026-09-08'
---

# Customer Success Manager, High Touch at Fin

- **Company:** Fin
- **Location:** Chicago, IL
- **Posted:** 2026-08-27
- **Last confirmed live:** 2026-09-08
- **Apply:** https://job-boards.greenhouse.io/intercom/jobs/8159946

## Job description

[Fin](https://fin.ai/) 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 2011, 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.

What's the opportunity?

As a High Touch CSM, you’ll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their Support 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.

This role is an opportunity to shape how the world’s leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.

What will I be doing?

- Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
- Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms.
- Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.
- Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
- Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.
- Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.
- Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.
- Be the Voice of the Customer internally, advocating for customers’ needs and shaping our solutions strategy.

What skills do I need?

- 3-5 years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS or Consumption-based Technology companies experience a benefit.
- Experience with business process mapping, requirements analysis, and solution design.
- Strong technical acumen and passion for AI/agent-building (coding not required).
- Ability to simplify and communicate complex problems clearly across audiences.
- Strong prioritization skills to effectively manage a broad portfolio of customer accounts while delivering depth of impact.
- Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.
- Self-motivated, adaptable, and curious team player with a high level of self-efficacy.

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the Greater Chicago Area is $135,270 - $161,575. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements.

Learn more about working at Fin and the benefits we offer at [fin.ai/careers](http://fin.ai/careers).

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our [core values](https://www.intercom.com/careers).

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

## About Fin

## Company Overview
- **One-liner**: Fin is the Customer Agent company delivering perfect customer experiences—from support to sales to commerce—powered by a proprietary AI engine.
- **Entity Type**: Private (Series D in 2016 at $1.3B valuation; still founder-led)
- **Headquarters**: Dublin, Ireland (global offices in San Francisco, London, Berlin, Chicago, Sydney)
- **Founded**: 2011 (originally as Intercom; renamed to Fin in 2026)
- **Founders**: Eoghan McCabe, Des Traynor, Ciaran Lee, David Barrett

## Core Business
- **Primary industry**: AI-powered customer experience (customer service, sales, ecommerce automation)
- **Target customers**: B2B (30,000+ companies using the platform; mid-market to enterprise)
- **Mission**: Create a seamless, personal, concierge experience across the entire customer journey

## Products & Services
- **Fin for Service**: AI agent that delivers perfect customer service end-to-end.
- **Fin for Sales**: AI agent that handles inbound sales end-to-end.
- **Fin for Ecommerce**: AI agent that handles the entire shopping journey.
All products are SaaS, powered by the Fin AI Engine™ with a proprietary Apex 1.0 model.

## Market Standing
- **Valuation / Market Cap**: $1.3B valuation (Series D, 2016) – still private; likely much higher based on growth signals.
- **Key Metric**: $400M+ annual recurring revenue (ARR), doubling growth year over year; resolves 2M+ conversations weekly.
- **Notable Investors/Partners**: Not explicitly detailed in search results, but the company raised a Series D round and counts notable venture investors (historical Intercom investors include Bessemer, Social Capital, Index Ventures). See [fin.ai/about](https://fin.ai/about) for journey timeline.
- **Growth Signals**: 30,000+ customers, 1,400+ employees across 6 global offices, committed $100M+ to AI development, AI research group expanded to 60 researchers.

## Competitive Advantages
- **Patented AI engine**: Fin AI Engine™ with proprietary retrieval (`fin-cx-retrieval`) and reranker (`fin-cx-reranker`) models plus Apex 1.0 LLM.
- **Scale and proven results**: Average resolution rate increases 1% month-over-month; wins every head-to-head test.
- **Full journey coverage**: One agent handling service, sales, and commerce – a unified platform.
- **Research depth**: In-house AI group of 60+ ML scientists, engineers, and designers publishing cutting-edge research.
- **Security certifications**: ISO 27001, ISO 27018, ISO 27701, GDPR and CCPA compliant.

## Strategic Focus
- **AI leadership**: Heavy investment in proprietary AI models and research; aim to be a “defining AI company”.
- **Global expansion**: Growing offices in Europe (Berlin, London) and maintaining hubs in US, Ireland, and Australia.
- **Product breadth**: Moving from customer service agent to full customer agent covering the entire journey.

## Why Work Here
- **Culture**: “Success First” north star; values include incredibly high standards, customer obsession, open-mindedness, resilience, impatience, positivity.
- **Remote/Hybrid/Office**: Six international offices; the search results mention “flexible vacation policy” and “work from home support”, but no explicit remote-first policy. Likely hybrid or office-centric with flexibility.
- **Notable perks**:
  - Comprehensive health, dental, vision insurance
  - 26 weeks paid leave for birthing parents; 6–8 weeks for non-birthing parents
  - Flexible vacation policy
  - Retirement plan with employer matching
  - RSU stock grants (ownership at Fin)
  - Commuter benefits, life insurance (4x salary at no cost)
  - Employee Assistance Program
  - Income protection
- **Engineering culture**: 60+ AI researchers; strong emphasis on R&D and innovation; publishes AI research blog.

## Sources
1. [fin.ai/about](https://fin.ai/about)
2. [fin.ai/careers](https://fin.ai/careers)
3. [fin.ai/](https://fin.ai/)
4. [linkedin.com/company/fin](https://www.linkedin.com/company/fin)
5. [job-boards.greenhouse.io/intercom](https://job-boards.greenhouse.io/intercom/jobs/7393922)

## Other roles at Fin

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- [Staff Engineer - Web Platform](https://feeny.ai/job/staff-engineer-web-platform-fin-dublin-0gct382ezmka) — Dublin, Ireland
- [Senior Product Marketing Manager](https://feeny.ai/job/senior-product-marketing-manager-fin-dublin-z259p5qdzcve) — Dublin, Ireland / London, United Kingdom
- [Senior Product Marketing Manager](https://feeny.ai/job/senior-product-marketing-manager-fin-dublin-ktpthcb9nft4) — Dublin, Ireland / London, United Kingdom
- [Technical Support Specialist](https://feeny.ai/job/technical-support-specialist-fin-sydney-71272wsyk19f) — Sydney, Australia
- [Sales Data Analyst](https://feeny.ai/job/sales-data-analyst-fin-san-francisco-b1qbg56cfr2b) — San Francisco, CA
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- [Senior Solutions Engineer](https://feeny.ai/job/senior-solutions-engineer-fin-chicago-6mscgtkvk0vx) — Chicago, IL
- [Senior Solutions Engineer](https://feeny.ai/job/senior-solutions-engineer-fin-san-francisco-g7wmx31nws2r) — San Francisco, CA