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 looking for an analytical, curious, and impact-driven Principal Sales Operations & Strategy Manager to join our Revenue Operations team. Our departmental mission is to serve as the critical bridge between Product and Sales, ensuring the effective, high-velocity commercial launch of our strategic AI products. This leader will operate as the primary strategic integrator across Product, Engineering, and GTM teams, directly owning the commercial success of our most ambitious new AI products in market. You will be responsible for moving us from fragmented Product / GTM planning to a unified, predictable launch machine, defining the 'Sales Ready' gate, embedding GTM strategy early in the product lifecycle, and translating engineering velocity into commercial momentum. This is a pivotal role to architect and operationalize the connective tissue required to ensure every top-tier AI launch is a measurable commercial success, aligning with the company's commitment to setting the standard for selling AI solutions.
This unique opportunity places you at the forefront of data, process optimization, and strategy execution, directly contributing to our fast-growing sales team achieving ambitious targets. You’ll manage complex workflows end-to-end, bring structure to ambiguous problems, and connect data to the broader business context. This is a chance to significantly influence Fin’s
What will I be doing?
- Executive GTM Strategy & Commercialization Ownership: Serve as the Single Threaded Owner (STO) for GTM readiness on all Tier 1/2 AI product launches, reporting directly to senior GTM and Product leadership.
- Strategic GTM Framework Design & Enforcement: Own, embed, and enforce the Sales Ready minimum standard and parallel GTM strategy workstream into the Product Launch process, ensuring critical commercial components (segmentation, sales motion, compensation, reporting) are defined and operationalized well ahead of GA.
- Market & Competitive Strategy: Lead market sizing (TAM/SAM/SOM) and competitive intelligence for new AI products, translating external market signals into concrete recommendations for Product and Sales strategy pivots.
- Monetization & Incentive Design Partnership: Partner with Pricing and Sales Strategy/Compensation to define innovative incentive structures and compensation rules of engagement that drive adoption of new AI products.
- Drive Cross-Functional Alignment & Execution: Dismantle organizational silos by driving alignment across Sales, Product, Engineering, Finance, and Enablement to ensure consistent execution of the GTM strategy. Act as a strategic thought partner and proxy for the Sales Leader in Product/R&D forums.
- GTM Performance Governance: Define and track launch success metrics (pipeline, attach, adoption, retention, expansion), translating complex data into executive-ready strategic narratives for GTM leadership.
- Strategic Project Leadership: Own and drive cross-functional projects, leveraging industry best practices in areas such as sales forecasting methodology, defining and optimizing books of business, territory coverage models and Salesforce enhancements. Bring structure and momentum to complex, cross-functional initiatives.
- Forge Strong Partnerships: Collaborate with key stakeholders across Sales, Business Systems, Sales Enablement, Finance, Customer Success, and Revenue Operations to drive alignment and execution, ensuring processes and insights are tightly connected to stakeholder goals.
- Data Analysis & Insight Generation: Regularly analyze sales performance data, developing and maintaining robust dashboards and reporting frameworks. Translate complex data into clear, compelling narratives and provide actionable insights and strategic recommendations to sales leadership on key trends, pipeline health, conversion rates, and areas for strategic intervention.
- Innovate with AI: Identify opportunities to leverage AI to enhance existing processes, automate manual workflows, and improve the quality and accessibility of insights. Optimize relevant content and prompts for our internal AI content repository.
- Drive Operational Excellence: Embody a culture of high standards, ensuring exceptional quality in all project deliverables, documentation, and sales enablement engagements that impact and drive change within the Sales team. Proactively document methods and reasoning so workflows are scalable and repeatable
What skills do I need?
- Bachelor’s Degree in a relevant field or equivalent practical experience
- 8+ years of progressive experience in Sales Strategy, Revenue Operations, or GTM Commercialization in a complex AI or B2B SaaS environment
- Deep Expertise in Sales Strategy & Operations: Proven experience defining and operationalizing Sales teams / organizations, including segmentation, book carving, quota setting, incentive design, target setting and operational cadences.
- Deep Expertise in GTM Strategy & Lifecycle: Proven experience defining and operationalizing GTM motions, including segmentation, sales plays, and launch readiness frameworks in partnership with Product.
- Executive Presence & Influence: Exceptional ability to distill complex topics into clear narratives and influence executive stakeholders (VP/C-level) across Sales / GTM, Product, and Finance.
- Experience in AI/Consumption Models: Deep understanding of AI product launches, usage-based pricing, and designing compensation/incentives to drive new product adoption.
- Advanced Data Synthesis: Highly comfortable with complex data sets, competitive intelligence (TAM/SAM/SOM), and synthesizing product, market, and sales data into actionable strategic pivots.
- Cross-Functional Program Ownership: Demonstrated track record of owning and driving large, cross-functional GTM initiatives from design through implementation and iteration, especially in product commercialization and compensation redesign cycles.
- Advanced Salesforce expertise: reporting, dashboards, data integrity, user administration, etc.
- Exceptional analytical and data modeling skills: expert in Excel/Google Sheets; able to translate complex data into actionable insights
Bonus skills & attributes
- Experience with Tableau, Gong, Outreach, SQL
- Experience with working closely with Enterprise Sales Operations
- Experience leveraging AI to enhance reporting, analysis, or workflow automation
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!
- 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.
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.
