A
AppDirect
501-1000 employees
About AppDirect
AppDirect is the leading platform for selling, distributing, and managing cloud-based products and services. Our flexible, modular technology enables organizations of all sizes to get to market quickly and cost-effectively with an offering that meets their individual needs. AppDirect's full-service Cloud Monetization Suite allows you to drive revenue growth by powering all of your sales channels, including self-service website checkout, sales teams, resellers, your marketplace, or third-party marketplaces. After the sale, AppDirect's Cloud Management Suite drives better customer engagement and retention by providing a seamless experience across all of your service offerings with unified billing, identity, data, and mobile device management for your customers. Our combined solutions can dramatically reduce your cost of onboarding, launching, and iterating on new services with a single, highly interoperable platform. Whether you're just getting started in your digital cloud career, or are looking to implement a complete end-to-end business solution to maximize your current customer value, our expertise and open technology solution at AppDirect provides the opportunity to drive and
4 days ago
Customer Success Manager (Devs.ai)
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Description
- 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.
- Devs.AI 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.
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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
- Strong instincts for identifying churn risk early and turning detractors into advocates
- Technical aptitude: comfortable with APIs, AI/ML concepts, and developer-facing products
- Data-driven: you use metrics to prioritize, not just gut feel
- AI-fluent: you use AI tools to draft responses, analyze customer data, build help documentation, and automate repetitive workflows
- Excellent communicator who can work with executives and engineers alike
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Benefits
- Diversity and inclusion initiatives
- Encouragement of applications from diverse communities