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About the Role

As a Principal Customer Success Manager, you will partner with large, complex enterprise customers to transform their customer service with AI. You will guide customers from strategy and implementation through adoption, measurable value, and renewal, while owning the success strategy for a portfolio of strategic enterprise customers.

Responsibilities

Own the health, success strategy, and retention of a portfolio of strategic enterprise customers, partnering closely with Account Management on renewal plans.
Build relationships across executive sponsors, operational leaders, technical teams, and frontline users.
Develop multi-threaded stakeholder maps and ensure alignment across decision-makers and teams.
Lead executive conversations, strategic planning, QBRs/EBRs, and success-plan reviews that connect Fin’s roadmap and performance to customers’ business priorities.
Drive measurable value realization by tying Fin’s outcomes to customer goals such as cost savings, team capacity, customer experience, and service quality.
Make progress and ROI clear to executive sponsors.
Develop and prioritize customer-specific AI and automation roadmaps, aligning business objectives, operational readiness, technical dependencies, and measurable milestones.
Guide complex enterprise implementations and adoption programs, including requirements gathering, process mapping, and documentation of workflows across teams, systems, or regions.
Partner with Solutions Engineering, Product, Support, and other internal teams to translate customer requirements into effective Fin solution designs.
Advise on configuration, knowledge strategy, integrations, and prompt design.
Monitor leading indicators such as Fin resolution rate, involvement, CSAT, adoption breadth, and stakeholder engagement.
Identify risks early and lead mitigation plans that protect customer outcomes and renewals.
Analyze usage and performance data to identify optimization opportunities, close resolution gaps, and uncover expansion use cases.
Maintain deep knowledge of Fin’s evolving capabilities and the AI-agent market, using that expertise to advise customers and position solutions against alternatives.
Represent the Voice of the Customer internally, translating enterprise customer needs into actionable product feedback and influencing our solutions strategy.
Mentor other CSMs and contribute to the playbooks, operating practices, and standards of a growing enterprise Customer Success team.

Requirements

8+ years of customer-facing experience in enterprise Customer Success, strategic account management, management consulting, strategy, or a related advisory role.
Demonstrated experience working with large enterprise clients, including complex organizations, senior stakeholders, and multi-team or cross-functional programs.
A track record of building executive relationships and influencing decisions across a range of customer stakeholders, from C-suite leaders to operational and technical teams.
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 and the ability to connect product performance and customer outcomes to ROI, renewal strategy, and expansion opportunities.
Strong technical acumen and a genuine interest in AI, automation, and agent-building.
Ability to simplify complex problems and communicate clearly with both executive and technical audiences.
Excellent prioritization and program-management skills, with the ability to manage competing priorities across a strategic customer portfolio.
Self-motivated, adaptable, and curious, with the judgment and ownership to operate effectively in a fast-changing environment.
A collaborative team player who can influence across functions, advocate for customers, and help elevate the work of the broader team.

Skills

AI
Automation
Customer Success
Account Management
Management Consulting
Strategy
Business Process Mapping
Requirements Analysis
Solution Design
Program Management

Location

New York
San Francisco Bay Area
Greater Chicago Area

Work Type

Hybrid

Experience Level

8+ years

Salary/Compensations

New York or San Francisco Bay Area OTE: $222,300 - $247,000
Greater Chicago Area OTE: $200,070 - $222,300

Benefits

Corporate bonus program
Sales incentive
Stock in the form of Restricted Stock Units (RSUs)
Benefits and resources to support balance and wellbeing
AI agents to accelerate impact
Support for health and wellbeing
Support for family
Support for time away from work
Support for financial future

About the Company

Fin, now part of Salesforce, is 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, giving modern support teams one single system.
Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience.
Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life.
The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.
Ready to level up your career at the company leading workforce transformation in the agentic era?
Agentforce is the future of AI, and you are the future of Salesforce.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
At Salesforce, we believe in equality for all.
We believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.
It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.