Pre-Sales Senior Engagement Manager

Fin 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 e‑commerce. 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.

We're hiring a Pre‑Sales Senior Engagement Manager to shape how we bring Fin to life for customers—before a contract is even signed. You'll work directly with customers and our Sales team to define the right deployment approach so they can launch fast, see value quickly, and avoid painful re‑work later. You’ll play a critical role in helping customers confidently invest in AI transformation—designing deployment approaches that balance speed, adoption, and long‑term value.

This isn’t a "follow the playbook" role. You’ll be helping us build the playbook
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• Turn ambiguity into clarity: Lead services scoping with customers (Director to C‑level) to understand their support operations, goals, and constraints—and turn that into a clear deployment path forward.
• Own the story in pre‑sales: Partner closely with Sales to position services, shape deals, and give customers confidence in how they’ll get value from day one.
• Scope what success looks like: Translate business and technical requirements into clear Statements of Work (SOWs)—including scope, assumptions, exclusions, timelines, dependencies, and customer responsibilities.
• Design AI‑powered solutions: Help customers rethink their customer experience using AI—not just replicate old workflows with new tools.
• Assess complexity and guide the right approach: Evaluate deals across dimensions like workspace and workflow design, Fin readiness, migration complexity, and integrations - then translate them into clear SOWs.
• Be the bridge: Connect customer needs with Product, Engineering, and Customer Success—making sure what we sell is what we can deliver (and vice versa).
• Improve the system: Contribute to process improvements, tooling, and scalable ways of working across pre‑sales and deployment services.

• 3–5 years in consulting, pre‑sales, solutions, or customer success – you’ve solved real customer problems before.
• You’re great at engaging both technical teams and senior executives – seamlessly switching between deep technical detail and high‑level business conversation.
• Proven track record in creating accurate, customer‑ready SOWs that led to successful project delivery.
• Strong commercial acumen and ability to partner with Sales to drive revenue.
• Excellent stakeholder management, negotiation, and communication skills.
• Familiarity with SaaS, AI automation, integrations, and change management best practices.
• You’re AI‑curious and hands‑on – you don’t just talk about it, you try things and understand how it changes workflows.
• You’re not afraid to challenge customers (and internal teams) when something doesn’t make sense.

• Accelerate deal velocity: Reduce friction and eliminate ambiguity in how deployment services are scoped, ensuring customers understand the path to value faster.
• Drive services attach and expansion: Help customers see the critical value of investing upfront to get their AI transformation right from day one.
• Scope for delivery success: Build solutions that actually work in the real world—protecting delivery margins through accurate resourcing and clear expectations.
• Deliver real‑world adoption: Ensure your deployment…