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AppDirect is seeking a Customer Success Manager to lead the post-sale lifecycle for Devs.AI, the company's strategic AI-driven enterprise tools initiative. This is a foundational role—you'll be the first dedicated CSM for Devs.AI, but you won't start from scratch. AppDirect has mature support infrastructure (Zendesk), internal support teams across Tier 1/2/3, and established SLAs that you'll leverage.
You'll own the full customer journey for strategic accounts: onboarding, adoption, renewal, and expansion. Your primary focus is managing the largest, most strategic customers as their trusted partner, driving adoption, ensuring they extract massive value, and expanding relationships over time. You'll run quarterly business reviews, executive check-ins, and success plans with key accounts.
Beyond account management, you'll oversee the support experience for Devs.AI customers by coordinating with AppDirect's internal support teams and jumping into tickets yourself when needed. You'll refine SLAs specific to Devs.AI, build and maintain customer health scoring to identify churn risk and expansion opportunities, and create Devs.AI-specific knowledge base content. You'll implement CSAT/NPS measurement, own in-product feedback collection, and serve as the voice of the customer to the product team.
This is a player-coach, swiss-army-knife role. One hour you're running a QBR with a key account; the next you're refining an SLA; the next you're triaging a support ticket. You'll drive net revenue retention through upsells, cross-sells, and deep product adoption.
You bring 4–7 years in customer success, account management, or support leadership, ideally at a B2B SaaS company. You've thrived in startup or early-stage environments with ambiguity, managed strategic/enterprise accounts with high-touch engagement, and are comfortable in Zendesk and support operations. You've coordinated across teams you don't directly manage and have strong instincts for identifying churn risk early.
You're technically apt—comfortable with APIs, AI/ML concepts, and developer-facing products. You're data-driven, using metrics to prioritize. You're AI-fluent, using AI tools to draft responses, analyze customer data, build documentation, and automate workflows as part of your operating model. You communicate excellently with executives and engineers alike.
