Customer Success Manager (Devs.ai)

📋 Description

• Own the post-sale lifecycle for strategic accounts: onboarding, adoption, renewal, expansion
• Be the primary relationship holder for our largest customers, running QBRs and check-ins
• Drive net revenue retention via upsells, cross-sells, and deep product adoption
• Oversee Devs.ai support by coordinating with Tier 1/2/3 teams
• Refine and enforce SLAs for Devs.ai customers within AppDirect's framework
• Work in Zendesk; triage, escalate, and pick up tickets when needed

🎯 Requirements

• 4-7 years in customer success, account management, or support leadership at a B2B SaaS.
• Experience in a startup/early-stage environment and thriving in ambiguity.
• Experience managing strategic/enterprise accounts with high-touch engagement.
• Comfortable using Zendesk and familiar with support operations.
• Partnered with existing support organizations and cross-functional coordination.
• Strong churn-risk instincts and ability to turn detractors into advocates.
• Technical aptitude: APIs, AI/ML concepts, and developer-facing products.
• Data-driven, using metrics to prioritize work rather than gut feel.
• AI-fluent: uses AI tools to draft responses, analyze data, automate tasks.
• Excellent communicator with executives and engineers.