Senior Engineering Manager, Customer Agent

The most important thing: you need to be an exceptional people leader and personally action-oriented. Not one or the other.

We don’t want managers who are great with people but distant from the product. And we don’t want hands-on operators who neglect the leadership craft. You build high-performing teams and get personally stuck in to drive outcomes when it matters.

Beyond that:

• Product-minded, not process-minded. You understand what you’re building and why. You have opinions about the product, not just how the team operates.
• Comfortable operating in early product formation. You can work through ambiguity, help shape direction with partners, and make sound calls even when the path isn’t fully defined.
• Strong product engineering instincts. This role is better suited to someone who has worked in product-heavy environments and is excited by customer problems, roadmap shaping and fast iteration.
• AI fluency. You’re actively experimenting with AI-assisted development, forming opinions about how it changes the way teams build software, and pushing your teams to adopt new ways of working. This is table stakes for this role.
• Technically credible. You don’t need to be the deepest engineer in the room, but you can hold your own. You can review an architecture proposal and ask the right questions. Engineers respect your technical judgment.
• Communication. You can explain to leadership why a team needs more investment, align multiple stakeholders around a complex project, have a difficult performance conversation, and unblock an engineer on a gnarly problem, all in the same day.
• Extreme autonomy. You identify problems, form convictions, and act on them. If you’re the kind of manager who waits for direction, this isn’t the right role.
• Critical thinking about the business. You understand what Fin is optimising for and translate that into team-level decisions.
• This is an engineering management role for product teams building AI-powered customer experiences in close partnership with ML and adjacent teams, not a role directly managing ML engineers or ML scientists.

Why Fin, why now?

Fin is #1, and the race is heating up. We built the leading AI agent for customer service, but fast-moving AI-native startups are coming for this space. The engineering decisions made in the next 12 months will determine who wins.

Fin has been building for 15 years: deep product, massive customer base, strong revenue. But unlike most legacy SaaS companies, we made a successful pivot to AI. While most of SaaS trends down, Fin trends up. We recently raised $250M to go even further even faster.

Every employee gets Claude Code with unlimited Opus 4.6 tokens and 1M context. We're investing heavily in platform capabilities (MCP servers, skills, shared tooling) that make AI-assisted development genuinely transformative. You'll be at the sharp edge of figuring out what this means for how teams work.

Big enough to have real resources, customers, and revenue. Small enough that you have genuine agency. Bold enough to make decisions that most companies of this size wouldn't. You come to Fin if you want the impact of a startup with the backing of a company that's been winning for 15 years.

#LI-Hybrid

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. 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. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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.

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.