Customer Success Manager
Core
Own the full post-sale lifecycle for strategic accounts, driving adoption, renewal, and expansion for Devs.ai, an AI-driven enterprise tool.
Role type
Senior Customer Success Manager (Strategic Accounts)
Builds
Customer success function end-to-end for Devs.ai, leveraging existing AppDirect support infrastructure
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 measurement, in-product feedback collection, cross-functional partnership, data-driven prioritization, API/ML technical aptitude, AI tool fluency
Preferred skills
Startup/early-stage experience, managing enterprise accounts, coordinating with non-directly managed teams, executive communication
Technologies
Zendesk, AI/ML tools, APIs
Responsibilities
Manage onboarding, adoption, renewal, and expansion for largest strategic accounts; Run QBRs and executive check-ins; Oversee support experience by coordinating with Tier 1/2/3 teams and triaging tickets; Refine SLAs for Devs.ai; Build customer health scoring; Create Devs.ai-specific knowledge base; Implement CSAT/NPS; Collect in-product feedback; Partner with product/engineering teams
Seniority
Senior, hands-on IC