Principal – Analyst Relations

What's the opportunity? 

As Analyst Relations Lead for Fin, our AI Agent, you’ll have the rare opportunity to define how the world’s most influential analysts and advisors understand the AI Agent for customer service category. This is not just about keeping up with the conversation — it’s about leading it.

You’ll be the founding member of our Analyst Relations program and responsible for shaping how Gartner, Forrester, IDC, and others view Fin’s breakthrough AI capabilities. Your role is as much about educating analysts on AI in customer experience as it is about absorbing their perspective. We expect you to bring confidence, fluency, and conviction in explaining how AI agents transform customer experience — not in abstract terms, but with clarity, authority, and evidence.

Success means ensuring Fin is consistently seen as the category-defining leader: the partner of choice for enterprises reimagining customer experience with AI. Your work will directly influence analyst reports, amplify Fin’s role in market narratives, and deliver insights that guide our Enterprise strategy.

This is a career-defining opportunity to shape a new category at the very moment it’s being created.

What will I be doing? 

In this role, you will build and lead Fin’s analyst relations program, ensuring we are recognized as the leader in AI Agents. Key responsibilities include:

• Educating analysts on AI: Proactively – either directly or with cross-functional partners – explain how Fin is transforming customer experience, using real-world examples, technical depth, and a visionary lens. Position Fin as the standard-bearer for enterprise-grade AI in customer service.
• Establishing the function: Develop and execute Fin’s analyst relations strategy, with a focus on AI-first conversations and reports that matter most to enterprise buyers.
• Driving recognition: Lead Fin’s participation in key analyst evaluations (e.g. Gartner Magic Quadrants, Forrester Waves), ensuring our AI strengths and customer impact are clearly and compellingly represented.
• Building relationships: Cultivate deep, ongoing relationships with top-tier analysts, becoming their trusted source for AI expertise and market perspective.
• Collaborating cross-functionally: Partner with Executives and leadership across Product, Marketing, Sales, and Solutions to develop compelling submissions, demos, and narratives that highlight Fin’s AI differentiation.
• Delivering insights: Translate analyst feedback and competitive intelligence into actionable inputs for Fin’s product roadmap and GTM strategy.
• Measuring impact: Track and report on Fin’s analyst footprint, including report placements, mentions, analyst sentiment, and influence on pipeline.

What skills do I need? 

We’re looking for someone with the following must-have skills and experience:

• AI fluency: Deep curiosity of AI, machine learning, and their application in customer experience. You will be responsible for educating analysts as much as you listen to them — so intellectual curiosity, technical comfort, and the ability to understand and explain AI concepts with authority are essential.
• Proven analyst relations experience: 8+ years in AR or related roles (product marketing, communications, strategy), with a track record of success in analyst evaluations and category shaping.
• Enterprise expertise: Understanding of enterprise software business models, customer experience workflows, and market dynamics.
• Storytelling & communication: Exceptional ability to craft narratives that blend product capabilities, AI innovation, and customer outcomes. Able to explain technical concepts to senior, non-technical stakeholders.
• Strong relationships: Experience working with and influencing analysts at Gartner, Forrester, IDC, or equivalent firms.
• Strategic, autonomous leader: Skilled at proactively surfacing value to the business and independently managing complex programs, submissions, and cross-functional collaboration under tight deadlines.

Bonus skills & attributes 

The following additional skills and experience would set you apart:

• Experience building or scaling a new function from the ground up.
• Background in AI, conversational AI, or customer experience technology.
• Hands-on familiarity with AI tools, platforms, or emerging research (able to demo or translate usage into business outcomes).
• Experience engaging directly with executive leadership or presenting at high-profile industry or analyst events.

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 meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

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

The base salary range for this role is targeted at $185,400 - $221,450 for the San Francisco Bay Area. 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).