Customer Success Manager – AI Enterprise Tools

About the role

AppDirect is launching Devs.ai, its strategic AI‑driven enterprise tools initiative, and needs a dedicated Customer Success Manager to own the post‑sale experience for its most strategic accounts. You will act as the trusted partner for large customers, ensuring they adopt the platform, receive value, and expand their relationship over time.

Key responsibilities

• Own the full post‑sale lifecycle for strategic accounts, including onboarding, adoption, renewal, and expansion.
• Serve as the primary relationship holder for large customers, conducting QBRs, executive check‑ins, and success planning.
• Drive net revenue retention through upsells, cross‑sells, and deep product adoption.
• Oversee the Devs.ai support experience, coordinating with AppDirect’s Tier 1‑3 support teams and handling tickets in Zendesk when needed.
• Refine and enforce SLAs specific to Devs.ai customers, adapting existing frameworks.
• Build and maintain customer health scores to identify churn risk and expansion opportunities.
• Create and maintain a Devs.ai knowledge base and help‑center content.
• Implement CSAT/NPS measurement and use insights for continuous improvement.
• Collect in‑product feedback, act as the voice of the customer, and translate insights to product and engineering teams.

Required profile

• 4‑7 years of experience in customer success, account management, or support leadership, preferably at a B2B SaaS company.
• Background in a startup or early‑stage environment with comfort navigating ambiguity.
• Proven experience managing strategic/enterprise accounts with high‑touch engagement.
• Strong ability to partner with internal support and product teams.

Required skills

• Zendesk