Customer Success Manager
About The Position
Devs.AI is AppDirect's most strategic initiative, focused on building the next generation of AI-driven enterprise tools. This role is for the first dedicated Customer Success Manager for Devs.AI, who will own the customer success function end-to-end, leveraging AppDirect's mature support infrastructure (Zendesk), internal support staff across Tier 1/2/3, and established SLAs. The primary focus will be managing the largest, most strategic accounts, acting as their trusted partner, driving adoption, ensuring value from the platform, and expanding the relationship. The role also oversees the support experience for Devs.AI customers, coordinating with internal AppDirect support teams and assisting with tickets when needed. This is a player-coach, swiss-army-knife role involving QBRs, SLA refinement, and support ticket triaging.
Requirements
- 4-7 years in customer success, account management, or support leadership, ideally at a B2B SaaS company
- Experience in a startup or early-stage environment and thrived in ambiguity
- Experience managing strategic/enterprise accounts with high-touch engagement
- Comfortable working in Zendesk and familiar with support operations
- Experience partnering with existing support organizations and coordinating across teams not directly managed
- Strong instincts for identifying churn risk early and turning detractors into advocates
- Technical aptitude: comfortable with APIs, AI/ML concepts, and developer-facing products
- Data-driven: uses metrics to prioritize
- AI-fluent: uses AI tools to draft responses, analyze customer data, build help documentation, and automate repetitive workflows
- Excellent communicator who can work with executives and engineers alike
Responsibilities
- Own the full post-sale lifecycle for strategic accounts: onboarding, adoption, renewal, and expansion
- Be the primary relationship holder for our largest customers, running QBRs, executive check-ins, and success plans
- Drive net revenue retention through upsells, cross-sells, and deep product adoption
- Oversee the Devs.ai support experience by coordinating with AppDirect's existing Tier 1/2/3 support teams
- Refine and enforce SLAs specifically for Devs.ai customers, adapting AppDirect's existing framework
- Work out of the existing Zendesk instance, triaging, escalating, and picking up tickets yourself when needed
- Partner with AppDirect's existing support leadership to ensure Devs.ai customers get the right level of attention
- Build and maintain customer health scoring to proactively identify churn risk and expansion opportunities
- Create and maintain a Devs.ai-specific knowledge base and help center content
- Implement CSAT/NPS measurement and use it to drive continuous improvement
- Own in-product feedback collection and be the voice of the customer to the product team
- Be the bridge between customers and our product/engineering team, translating feedback into actionable insights
Benefits
- performance-based bonuses
- a full range of benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
