Responsable de la réussite client
Core
Strategic Customer Success Manager for Devs.AI, an AI tools initiative, focusing on onboarding, adoption, retention, and expansion for key B2B SaaS accounts.
Role type
Senior Customer Success Manager (Strategic Accounts)
Builds
Customer success plans, QBRs, support processes, and knowledge base content for the Devs.AI platform.
Domain
B2B SaaS, AI/ML tools for developers
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account management, churn risk mitigation, Zendesk operations, API technical proficiency, AI/ML product concepts, data-driven decision making, cross-functional collaboration
Preferred skills
Startup experience, ability to thrive in ambiguity, proactive customer advocacy
Technologies
Zendesk, AI/ML tools
Responsibilities
Manage end-to-end lifecycle for strategic accounts (integration, adoption, renewal, expansion); Act as primary liaison for top clients including organizing QBRs and success planning; Optimize revenue retention through upselling and cross-selling; Supervise support experience for Devs.ai by collaborating with internal support teams; Refine SLAs specific to Devs.ai clients; Create and maintain Devs.ai-specific knowledge base content; Implement CSAT/NPS metrics to drive continuous improvement; Serve as customer voice to product and engineering teams.
Seniority
Senior, hands-on IC