Appdirect

1 week ago

Customer Success Manager (Devs.ai)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Own the end-to-end post-sale customer success lifecycle for Devs.ai’s largest, strategic accounts. You’ll run QBRs and executive check-ins, drive adoption and net revenue retention through upsells/cross-sells, and oversee Devs.ai support experience by coordinating Tier 1/2/3 teams. This player-coach role uses Zendesk to triage tickets, refine SLAs, maintain customer health scoring, and translate customer feedback into actionable product/engineering insights.

Location: El Salvador

Workplace: Remote

Employment Type: Contract

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Own the full post-sale lifecycle for strategic accounts, including onboarding, adoption, renewal, and expansion.
•Run QBRs, executive check-ins, and success plans as the primary relationship holder for the largest customers.
•Drive net revenue retention through upsells, cross-sells, and deep product adoption.
•Oversee the Devs.ai support experience by coordinating Tier 1/2/3 support teams and triaging escalations in Zendesk.
•Refine SLAs, maintain customer health scoring, and create Devs.ai help center content while channeling customer feedback to the product/engineering team.

Key Requirements

•4-7 years in customer success, account management, or support leadership, ideally at a B2B SaaS company.
•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 and can coordinate across teams you don’t directly manage.
•Technical aptitude with APIs and AI/ML concepts, plus data-driven decision-making using customer metrics.

Experience:4-7 yearsB2B SaaSStartupAI/ML

Skills:CommunicationData-driven mindsetCustomer advocacyCross-team coordinationTechnical aptitude

Languages:English

Tech Stack:ZendeskAPIsAI/MLCustomer health scoringCSATNPSKnowledge baseHelp centerSLAsQBRs

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

Website LinkedIn

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Appdirect

1 week ago

Customer Success Manager (Devs.ai)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: El Salvador

Workplace: Remote

Employment Type: Contract

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Own the full post-sale lifecycle for strategic accounts, including onboarding, adoption, renewal, and expansion.
•Run QBRs, executive check-ins, and success plans as the primary relationship holder for the largest customers.
•Drive net revenue retention through upsells, cross-sells, and deep product adoption.
•Oversee the Devs.ai support experience by coordinating Tier 1/2/3 support teams and triaging escalations in Zendesk.
•Refine SLAs, maintain customer health scoring, and create Devs.ai help center content while channeling customer feedback to the product/engineering team.

Key Requirements

•4-7 years in customer success, account management, or support leadership, ideally at a B2B SaaS company.
•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 and can coordinate across teams you don’t directly manage.
•Technical aptitude with APIs and AI/ML concepts, plus data-driven decision-making using customer metrics.

Experience:4-7 yearsB2B SaaSStartupAI/ML

Skills:CommunicationData-driven mindsetCustomer advocacyCross-team coordinationTechnical aptitude

Languages:English

Tech Stack:ZendeskAPIsAI/MLCustomer health scoringCSATNPSKnowledge baseHelp centerSLAsQBRs

Company Brief

Appdirect

Industry: Enterprise Software

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2009

Website LinkedIn