Intercom
Senior Pre-Sales Engagement Manager
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Senior Pre-Sales Engagement Manager
About Fin and the Role
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, enabling businesses to deliver impeccable support across the customer journey. Powered by proprietary AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal setup and integration. It can also integrate natively with the Intercom help desk, providing a single system for modern support teams.
Founded in 2011, Fin has grown into one of the fastest-growing software companies globally, with nearly 30,000 businesses using its products to transform customer support. Driven by our core values of pushing boundaries, building with speed and intensity, we deliver incredible value to customers.
We're hiring a Pre-Sales Senior Engagement Manager to shape how customers experience Fin—before contracts are signed. You’ll work directly with customers and our Sales team to define the perfect deployment approach, ensuring fast launches, quick value realisation, and minimal rework.
This is a build-the-playbook role. Not a "follow the playbook" job.
Key Responsibilities
Customer and Strategy Ownership
- Lead services scoping and discussions with customers (from Directors to C-level) to understand operational goals, constraints, and transformation needs—then design clear, actionable deployment paths.
- Be the voice for Fin in pre-sales, partnering with Sales to position services effectively, drive deal confidence, and ensure customers see immediate value post-go-live.
Solution Design and Scope Articulation
- Translate business and technical requirements into precise Statements of Work (SOWs) and assumptions/exclusions, ensuring accurate resourcing and clear timelines.
- Help customers rethink workflows with AI, not just replicate existing systems in a new format.
- Assess deployment complexity with:
- Workspace and workflow design
- Fin readiness and integrations
- Migration challenges
- Explain complexity while providing clear implementation plans and end-to-end SOWs.
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Bridge Between Customers and Product/Engineering
- Ensure each solution can be delivered by Product/Engineering while aligning with customer expectations.
- Contribute to improving pre-sales processes, tooling, and scalable workflows that benefit both deployment and retentions.
Required Skills and Experience
- 3–5 years in consulting, pre-sales, solutions, or customer success, with a proven ability to solve real customer problems.
- Mastery of high-level stakeholder management: fluent in complex technical jargon and business-critical challenges—seamlessly switching between the two.
- Exceptional track record in building accurate, deal-winning SOWs that drive seamless project delivery.
- Strong commercial acumen to partner with Sales and drive revenue growth.
- Top-tier negotiation and communication skills tailored to diverse audiences (from technical teams to executive stakeholders).
- Knowledge of SaaS + AI automation, integrations, and change management.
- AI-curious, hands-on approach: not just a theoretical expert but someone who experiments, understands impact on workflows, and challenges assumptions where necessary.
- Confidence to push back on flawed ideas—whether from customers, Sales, or internal teams.
How Success is Measured
We track progress against three critical objectives:
- Deal Velocity Acceleration: Reducing ambiguity around deployment services to ensure customers see the value and path to success faster.
- Services Attach & Expansion: Convincing customers of the long-term value in investing upfront to get AI transformation right from Day 1.
- Solution Forgiveness: Designing scalable, adaptable deployments that reduce delivery risk and align with execution constraints (margin, resourcing, feasibility).
- Real-World Adoption: Ensuring the deployment plans results in automation reality, not just documentation—customers should consistently see Fin working in real production environments.
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What You’ll Get: Benefits and Perks
At Fin, we believe in going above and beyond to support a great workplace.
Compensation
- Competitive salary + equity in a high-growth startup.
- Regular compensation reviews rewarding top performance.
Perks
- Fully stocked kitchen, including nutritious lunch provided daily, plus snack and drink options.
- Unlimited access to Claude Code and other best-in-class AI tools—we encourage experimentation, building, and innovation.
- Pension scheme that matches up to 4% of contributions.
- Peace of mind with comprehensive employee benefits:
- Life assurance
- Health and dental insurance for you and your dependents
Work-Life Balance
- Flexible, committee-led paid time off policy.
- Paid maternity leave (amount negotiable with your situation).
- 6 weeks’ paid paternity leave for partners/Fathers.
- Cycle-to-Work Scheme + secure bike storage for commuters.
Equipment
- MacBooks as standard, with the flexibility to offer Windows for roles requiring Windows-compatibility.
Our Policies
We aim for a fair, inclusive culture at Fin.
Working Policy
- Hybrid remote, but we expect at least three office days per week to foster collaboration and culture.
Culture & Belief
- A fundamentally accepting and open workplace, avoiding divisive conversations to maintain cohesion.
- As a company, we avoid advocating on social/political topics in our public or internal communications. Dedicated personal spheres (e.g. personal social media) remain uncontested on non-work-related topics.
- We focus rigorously on our mission: excellent work and unity through shared values (pushing boundaries, speed/energy, value creation).
Diversity & Inclusion
- Equal Employment Opportunity policy: no discrimination based on race, ethnicity, gender, veteran/military status, disability, age, or sexual orientation.
- We celebrate a vibrant diversity of skills, backgrounds, and ways of thinking.
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