Pre-Sales Senior Engagement Manager

intercom

Chicago, Illinois · Chicago · United States

Posted Jun 4, 2026

Contract
Hybrid
Customer Success & Solutions

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Job description

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 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?

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 rework 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.

What will I be doing?

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 Statement of Work (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

What skills do I need?

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

How Success Is Measured

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 designs lead to meaningful increases in automation, where customers see Fin working in production, not just on paper

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

The base salary range for candidates within the Greater Chicago Area is $133,700-$159,650. 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).

#LI-Hybrid

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.

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.

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.