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Customer Success Manager
Devs.ai
Montréal, CAN
Full-time
Mid-Senior
Onsite
Discovered Today
Customer success managementStrategic account managementB2B SaaSZendeskSupport operationsService-level agreements
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Customer success managementStrategic account managementB2B SaaS
Role Overview
Devs.ai, an AppDirect initiative, is hiring its first dedicated Customer Success Manager.
The role owns the customer success function end to end while leveraging AppDirect's existing Zendesk, Tier 1/2/3 support teams, and service-level agreements.
The primary focus is strategic accounts, platform adoption, customer value, relationship expansion, and support experience.
Key Skills for This Role
Customer success managementStrategic account managementB2B SaaSZendeskSupport operationsService-level agreements
Full Job Posting
About the role
Devs.ai, an AppDirect initiative, is hiring its first dedicated Customer Success Manager.
The role owns the customer success function end to end while leveraging AppDirect's existing Zendesk, Tier 1/2/3 support teams, and service-level agreements.
The primary focus is strategic accounts, platform adoption, customer value, relationship expansion, and support experience.
What you will do
- Own onboarding, adoption, renewal, and expansion for strategic accounts.
- Run QBRs, executive check-ins, and customer success plans for major accounts.
- Drive retention, upsells, cross-sells, and deeper product adoption.
- Coordinate the Devs.ai support experience with AppDirect support teams.
- Refine and apply customer-specific service-level agreements.
- Triage, escalate, and handle Zendesk tickets when necessary.
- Build customer health scoring to identify churn and expansion opportunities.
- Create Devs.ai knowledge base and help center content.
- Implement CSAT and NPS measurement for continuous improvement.
- Represent customer feedback to product and engineering teams.
What we are looking for
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