Customer Success Manager

📋 Description

• Own the full post-sale lifecycle for strategic accounts: onboarding, adoption, renewal, and
• Be the primary relationship holder for our largest customers, running QBRs, executive check-ins
• Drive net revenue retention through upsells, cross-sells, and deep product adoption
• Oversee the Devs.ai support experience by coordinating with AppDirect's existing Tier 1/2/3 support
• Refine and enforce SLAs specifically for Devs.ai customers, adapting AppDirect's existing framework
• Work out of the existing Zendesk instance, triaging, escalating, and picking up tickets yourself

🎯 Requirements

• 4-7 years in customer success, account management, or support leadership, ideally at a B2B SaaS
• Experience managing strategic/enterprise accounts with high-touch engagement
• Comfortable working in Zendesk and familiar with support operations
• Strong instincts for identifying churn risk early and turning detractors into advocates
• Technical aptitude: comfortable with APIs, AI/ML concepts, and developer-facing products
• Data-driven: you use metrics to prioritize, not just gut feel

🎁 Benefits

• At AppDirect, we support diversity and inclusion; we encourage applications from underrepresented
• Privacy-focused culture with information on data handling and consent policies