Customer Success Manager

<p>Pour la version française de cette description de poste, veuillez consulter le lien suivant / For the French version of this job description, please refer to the following link:</p> <ul> <li><a class="info-value" href="https://job-boards.greenhouse.io/appdirect/jobs/8737478002" target="_blank">https://job-boards.greenhouse.io/appdirect/jobs/8737478002</a></li> </ul> <p><strong>About AppDirect</strong></p> <p>Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.</p> <p><strong>About You</strong></p> <p><a href="http://devs.ai"><strong>Devs.AI</strong></a> 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.</p> <p><strong>What you'll do and how you'll have an impact</strong></p> <ul> <li>Own the full post-sale lifecycle for strategic accounts: onboarding, adoption, renewal, and expansion</li> <li>&nbsp;Be the primary relationship holder for our largest customers, running QBRs, executive check-ins, and success plans</li> <li>Drive net revenue retention through upsells, cross-sells, and deep product adoption</li> <li>Oversee the Devs.ai support experience by coordinating with AppDirect's existing Tier 1/2/3 support teams</li> <li>Refine and enforce SLAs specifically for Devs.ai customers, adapting AppDirect's existing framework</li> <li>Work out of the existing Zendesk instance, triaging, escalating, and picking up tickets yourse