Customer Success Manager (Devs.ai)
Core
Managing strategic enterprise accounts for Devs.ai, an AI-driven enterprise tools initiative, driving adoption, retention, and expansion while overseeing support operations.
Role type
Senior Customer Success Manager (Strategic Accounts & Support)
Builds
AI-driven enterprise tools and subscription commerce platform
Domain
B2B SaaS, AI/ML, Developer Tools
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account management, QBR execution, churn risk identification, Zendesk operations, SLA management, customer health scoring, knowledge base creation, CSAT/NPS analysis, voice of customer feedback, cross-functional partnership
Preferred skills
Startup/early-stage experience, technical aptitude with APIs and AI/ML concepts, data-driven decision making, AI tool fluency
Technologies
Zendesk, APIs, AI/ML tools
Responsibilities
Own post-sale lifecycle (onboarding, adoption, renewal, expansion) for strategic accounts; Run QBRs and executive check-ins; Drive net revenue retention via upsells/cross-sells; Coordinate Devs.ai support experience with internal teams; Refine SLAs for Devs.ai; Triaging and handling support tickets; Build customer health scoring models; Create Devs.ai-specific knowledge base; Implement CSAT/NPS measurement; Collect in-product feedback and translate to product team
Seniority
Mid-Senior, hands-on IC