Customer Success Manager at AppDirect in Montreal, Canada

Job description

• Devs.AI is AppDirect's most strategic initiative, focused on building the next generation of AI-driven enterprise tools and you'll be our first dedicated Customer Success Manager, but you won't be building everything from scratch.
• AppDirect already has a mature support infrastructure (Zendesk), internal support staff across Tier 1/2/3, and established SLAs. Your job is to leverage all of that for Devs.ai while owning the customer success function end-to-end.
• Your primary focus will be managing our largest, most strategic accounts: being their trusted partner, driving adoption, ensuring they get massive value from the platform, and expanding the relationship over time.
• You'll also oversee the support experience for Devs.ai customers, coordinating with internal AppDirect support teams and jumping in on tickets yourself when needed. This is a player-coach, swiss-army-knife role.
• One hour you're on a QBR with a key account, the next you're refining an SLA for Devs.ai, the next you're triaging a support ticket in Zendesk.

Responsibilities

• Own the full post-sale lifecycle for strategic accounts: onboarding, adoption, renewal, and expansion
• Be the primary relationship holder for our largest customers, running QBRs, executive check-ins, and success plans
• 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 teams
• 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 when needed
• Partner with AppDirect's existing support leadership to ensure Devs.ai customers get the right level of attention
• Build and maintain customer health scoring to proactively identify churn risk and expansion opportunities
• Create and maintain a Devs.ai-specific knowledge base and help center content
• Implement CSAT/NPS measurement and use it to drive continuous improvement
• Own in-product feedback collection and be the voice of the customer to the product team
• Be the bridge between customers and our product/engineering team, translating feedback into actionable insights

Requirements

• 4-7 years in customer success, account management, or support leadership, ideally at a B2B SaaS company
• You've worked in a startup or early-stage environment and thrived in ambiguity
• Experience managing strategic/enterprise accounts with high-touch engagement
• Comfortable working in Zendesk and familiar with support operations
• You've partnered with existing support organizations before, and you know how to coordinate across teams you don't directly manage
• 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
• AI-fluent: you use AI tools to draft responses, analyze customer data, build help documentation, and automate repetitive workflows. It's part of how you operate, not an afterthought
• Excellent communicator who can work with executives and engineers alike

Skills

Required

• Customer success
• Account management
• Support leadership
• Zendesk
• Support operations
• Churn risk identification
• Data-driven decision making
• Excellent communication

Benefits

• L'échelle salariale indiquée ci-dessous correspond au salaire de base annuel prévu ou à la rémunération cible (OTE) pour ce poste chez AppDirect et est susceptible d'être modifiée.
• Le salaire de base ou la rémunération cible (OTE) ne constitue qu'une composante du package de rémunération global proposé par AppDirect. Outre le salaire de base, les employés permanents peuvent prétendre à des primes liées à la performance et à une gamme complète d'avantages sociaux. Fourchette
• Échelle salariale
• $92,000 - $121,000 CAD