Responsable de la réussite client

Appdirect
Montreal
Workplace: OnsiteFull timeCAD 92,000 - 121,000 annuallyFunction: Product ManagementExperience: 4-7 yearsSkills: ["Communication","Stakeholder management","Data-driven decision-making","Risk anticipation","Collaboration"]

Drive the full post-sales lifecycle for strategic Devs.AI accounts—owning onboarding, adoption, renewals, and expansion. Serve as the primary point of contact for major customers through QBRs, leadership check-ins, and success planning. Coordinate Devs.AI support experience with Zendesk teams, optimize retention through cross-sell and deeper product adoption, and translate customer feedback into actionable insights for product and engineering.

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FursaFursa
Appdirect
Appdirect
2 days ago

Responsable de la réussite client

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Last checked: 12 hours agoStatus: Live

Job Summary

Drive the full post-sales lifecycle for strategic Devs.AI accounts—owning onboarding, adoption, renewals, and expansion. Serve as the primary point of contact for major customers through QBRs, leadership check-ins, and success planning. Coordinate Devs.AI support experience with Zendesk teams, optimize retention through cross-sell and deeper product adoption, and translate customer feedback into actionable insights for product and engineering.
Location: Montreal
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Own the full post-sales lifecycle for strategic accounts: onboarding, adoption, renewals, and expansion.
  • •Act as the main contact for top clients via QBRs, regular leadership alignment, and success plans.
  • •Optimize revenue retention through upsells, cross-sells, and deeper product adoption.
  • •Supervise the Devs.AI support experience by coordinating with AppDirect support teams (levels 1/2/3) and intervening as needed.
  • •Manage and improve support and customer success operations in Zendesk (triage, prioritization, ticket handling) and build customer satisfaction scoring (CSAT/NPS) and Devs.AI help content.

Pay and Benefits

Salary: CAD 92,000 - 121,000 annually

Key Requirements

  • •4 to 7 years of experience in customer success, account management, or support management, ideally in B2B SaaS.
  • •Experience in startups and thriving in ambiguous, complex environments.
  • •Ability to manage strategic accounts with personalized customer guidance.
  • •Strong Zendesk proficiency and knowledge of support operations.
  • •Data-driven approach to reduce churn risk and convert detractors, with excellent communication across leadership and engineers.
Experience:4-7 yearsB2B SaaSStartups
Skills:CommunicationStakeholder managementData-driven decision-makingRisk anticipationCollaboration
Languages:FrenchEnglish
Tech Stack:ZendeskAPIIA/MLCSATNPSQBRKnowledge baseHelp center

Company Brief

Appdirect
Provides a cloud commerce platform enabling businesses and service providers to sell, distribute, and manage subscriptions, digital services, and third-party applications through marketplaces and billing/commerce tools.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2009
WebsiteLinkedIn