Customer Success Consultant - Retail Media

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?  It’s an exciting time at Intercom — especially within our Deployment Services team. We’re helping some of the world’s most innovative companies transform how they support their customers through AI-powered customer service. As a Senior AI Deployment Consultant, you’ll lead our largest and most complex customer deployments, combining world-class project management with hands-on technical configuration of Intercom’s platform — including our agent Fin. You’ll be the trusted advisor who ensures our customers achieve value quickly and at scale, guiding them not only to do the foundations, but set a direction on how they measure their impact with AI. You’ll partner with a dedicated team of engineers for complex technical work while managing the overall project strategy, timeline, and delivery. This is a perfect role for someone who thrives at the intersection of technology, customer success, and execution excellence. WHAT WILL I BE DOING?  * Lead end-to-end deployment programs for our largest customers, ensuring successful and timely implementation to Intercom and Fin. * Define project scope, success criteria, and timelines that align with each customer’s unique goals and support model. * Act as the primary point of contact for customers throughout implementation, managing communication, alignment, and expectations. * Partner cross-functionally with Sales, Customer Success, Engineering, and Product teams to design tailored deployment strategies and deliver measurable outcomes. * Facilitate discovery sessions to understand complex customer requirements and translate them into actionable technical and project plans. * Perform hands-on configuration of Intercom features — including automation, workflows, technical procedures and reporting — supported by our Forward Deployed Engineers for advanced integrations. * Coordinate technical readiness activities, including integrations, data migrations, and security reviews. * Track key metrics on both the customer and Intercom side such as time-to-value, automation rates, and customer satisfaction, taking proactive steps to ensure successful outcomes. * Collaborate with our Product and R&D teams to surface feedback, identify improvements, and help shape future innovations. * Contribute to the evolution of our Deployment Services methodology, templates, and best practices. WHAT SKILLS DO I NEED?  * 6+ years of experience in customer-facing implementation, deployment, or professional services roles, ideally within SaaS or AI technology companies * Proven success managing large, complex projects with multiple stakeholders and workstreams. * Strong technical aptitude — comfortable configuring software platforms and discussing integrations, APIs, and data flows. * Excellent project management skills with a structured, proactive, and detail-oriented approach. * Exceptional communication and relationship-building skills, capable of influencing both executives and technical stakeholders. * Experience implementing or configuring platforms like Intercom, Zendesk, Salesforce, or similar customer experience tools is a plus. * Analytical mindset with strong problem-solving, prioritisation, and decision-making skills. * Adaptability and resilience in a fast-paced, changing environment. * Passion for technology, AI, and helping customers succeed. HOW WILL I BE MEASURED? * Automation Rate - Are you driving your customers to achieve high adoption of Fin? * Customer Satisfaction - Do customers receive a delightful and thorough experience as they begin their journey with Fin? * Timeliness — Are your projects on-schedule against the dedicated timelines? BENEFITS  We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!  * Competitive salary and equity in a fast-growing start-up * We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen * Regular compensation reviews - we reward great work! * Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated. * Pension scheme & match up to 4% * Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents * Flexible paid time off policy * Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones * If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too  * MacBooks are our standard, but we also offer Windows for certain roles when needed. #LI-Hybrid 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.

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! As a Customer Enablement Manager, you'll work directly with some of our largest customers to help them get the most value from the Figma platform. You'll design and deliver tailored enablement strategies that drive product adoption, help uncover new use cases, and support long-term success. In this highly collaborative role, you'll partner with various internal teams such as Account Executives, Onboarding Managers, Technical Account Managers, and Industry Advocates to deliver a seamless and impactful customer experience. Your ability to build strong relationships, connect the dots between product features and customer goals, and communicate with clarity will make you a trusted advisor and strategic partner. If you're passionate about helping customers thrive, enjoy solving complex problems, and love working at the intersection of product and customer success, we'd love to meet you. This is a full time role that can be held from our London hub. What you'll do at Figma: * Manage the adoption journey for a portfolio of large, strategic customers * Understand customer goals and success metrics, and use product data to inform proactive engagement strategies that lead to measurable value delivery * Document proactive engagement strategies as part of high quality, bespoke enablement plans * Share best practices, use cases, and product expertise to help teams unlock the full value of Figma * Build trusted relationships with stakeholders across roles and departments - from individual contributors to senior leaders * Collaborate with Account Executives on account reviews, expansion opportunities, and renewal risk mitigation * Deliver live and scalable training sessions customized to customer maturity and needs * Partner cross-functionally with Onboarding Managers, Technical Account Managers, Solutions Consultants, and Industry Advocates to ensure customer success We'd love to hear from you if you have: * 4+ years of experience in Technical Account Management, Technical Customer Success, Customer Success, Customer Enablement, Account Management or a relevant customer-facing role in SaaS * Excellent communication skills, with the ability to connect with a wide range of customer personas * Strong product knowledge and a customer-first, consultative approach to solving challenges and driving adoption * A track record of driving impactful outcomes, adapting to evolving customer needs, and collaborating effectively with cross-functional teams While it's not required, it's an added plus if you also have: * Experience using Figma or working with design and collaboration tools * Background in UX/UI, Design Ops, or Frontend Development * Proficiency in additional languages such as French, Spanish, German At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you're excited about this role but your past experience doesn't align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace [https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf] - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com [accommodations-ext@figma.com]. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.  Examples of accommodations include but are not limited to:  * Holding interviews in an accessible location * Enabling closed captioning on video conferencing * Ensuring all written communication be compatible with screen readers * Changing the mode or format of interviews  To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding. By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice [https://www.figma.com/legal/candidate-privacy-notice/].