SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
AppDirect is seeking a Customer Success Manager to lead the customer success function for Devs.AI, a strategic AI-powered enterprise tools initiative. This is the first dedicated customer success role for Devs.AI, though you'll leverage AppDirect's established support infrastructure (Zendesk), internal L1/L2/L3 support teams, and existing SLAs.
You will manage the complete post-sale lifecycle for strategic accounts, including onboarding, adoption, renewal, and expansion. You'll serve as the primary point of contact for key customers, organizing quarterly business reviews (QBRs), conducting regular executive check-ins, and developing success plans. Your responsibilities include optimizing revenue retention through upsells, cross-sells, and deeper product adoption.
You'll oversee the support experience for Devs.AI customers by collaborating with AppDirect's support teams and handling tickets in Zendesk as needed. You'll customize and apply SLAs tailored to Devs.AI customers, adapting AppDirect's existing framework. You'll create and maintain customer satisfaction metrics (CSAT/NPS) to proactively identify churn risks and expansion opportunities.
Additionally, you'll create Devs.AI-specific knowledge base content, gather product feedback and act as the voice of the customer to the product and engineering teams, and translate customer feedback into actionable insights. This is a versatile role where you might move from a quarterly business review with a key account to refining SLAs to handling a support ticket within hours.
Required: 4–7 years in customer success, account management, or support operations, ideally in B2B SaaS. You need startup experience and comfort in ambiguous, complex environments. Experience managing strategic accounts with white-glove service is essential. Zendesk proficiency and support operations knowledge required. You must collaborate effectively with support teams you don't directly manage. Strong ability to anticipate churn risks and convert detractors into advocates. Technical aptitude including API familiarity, AI/ML concepts, and developer-focused products. Data-driven approach to prioritization. Proficiency with AI tools for writing responses, analyzing customer data, creating help documentation, and automating tasks.
