Customer Success Manager

Appdirect
Montreal
Workplace: OnsiteFull timeCAD 92,000 - 121,000 annuallyFunction: Customer Success & Account ManagementExperience: 4-7 yearsSkills: ["Communication","Cross-team coordination","Customer advocacy","Data-driven prioritization","Executive communication"]

Own the end-to-end post-sale lifecycle for Devs.AI’s strategic accounts, serving as the primary relationship owner and driving onboarding, adoption, renewal, and expansion. Run QBRs and executive check-ins, refine and enforce Devs.AI-specific SLAs, and manage support operations through Zendesk (triage, escalate, and ticket pick-up as needed). Use customer health scoring, CSAT/NPS, and in-product feedback to reduce churn and improve product outcomes with engineering.

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FursaFursa
Appdirect
Appdirect
4 days ago

Customer Success Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Own the end-to-end post-sale lifecycle for Devs.AI’s strategic accounts, serving as the primary relationship owner and driving onboarding, adoption, renewal, and expansion. Run QBRs and executive check-ins, refine and enforce Devs.AI-specific SLAs, and manage support operations through Zendesk (triage, escalate, and ticket pick-up as needed). Use customer health scoring, CSAT/NPS, and in-product feedback to reduce churn and improve product outcomes with engineering.
Location: Montreal
Workplace: Onsite
Employment Type: Full time
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.
  • •Serve as the primary relationship holder for largest customers by running QBRs, executive check-ins, and success plans.
  • •Drive net revenue retention through upsells, cross-sells, and deep product adoption for Devs.ai.
  • •Oversee the Devs.ai support experience by coordinating Tier 1/2/3 support teams and triaging/escalating tickets in Zendesk as needed.
  • •Refine and enforce Devs.ai SLAs, maintain customer health scoring, implement CSAT/NPS measurement, and translate in-product feedback into actionable insights for product/engineering.

Pay and Benefits

Salary: CAD 92,000 - 121,000 annually

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.
  • •Proven ability to coordinate across teams you don’t directly manage.
  • •Strong technical aptitude and data-driven approach, including churn-risk identification and turning detractors into advocates.
Experience:4-7 yearsB2B SaaSStartupEnterprise accountsCustomer supportSupport operations
Skills:CommunicationCross-team coordinationCustomer advocacyData-driven prioritizationExecutive communication
Languages:FrenchEnglish
Tech Stack:ZendeskAPIsSLAsQBRCSATNPSHelp centerKnowledge base

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