Customer Success Manager

AppDirect; Montreal (administrative region); Hybrid; CAD 92,000 - 121,000; Full time

Benefits offered by this job

In-office Wednesdays

Montreal office access

Job summary

AppDirect is seeking a Customer Success Manager for Devs.ai, focusing on the post-sale lifecycle of strategic accounts and ensuring maximum value from the platform.

You will lead executive-level engagements, refine SLAs, and coordinate with Zendesk-based support teams to triage and resolve issues, while driving adoption and expansion across high-impact accounts.

Qualifications

• 4-7 years in customer success, account management, or support leadership in a B2B SaaS environment.
• Experience with strategic/enterprise accounts and high-touch engagements.
• Comfortable with Zendesk and coordinating across teams.

Responsibilities

• Own the full post-sale lifecycle for strategic accounts: onboarding, adoption, renewal, and expansion.
• Lead QBRs, executive check-ins, and success plans with large customers.
• Drive net revenue retention through upsells, cross-sells, and product adoption.
• Coordinate with AppDirect support teams to ensure Devs.ai customers receive excellent service.
• Refine and enforce SLAs for Devs.ai customers within the existing support framework.
• Partner with support leadership to ensure appropriate attention for Devs.ai customers.
• Build customer health scores to identify churn risk and expansion opportunities.

Skills

Customer success

Account management

SaaS

Zendesk

Executive communication

Data-driven

AI fluency

Cross-functional collaboration

Tools

Zendesk

CRM tools

Job 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.

About You

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.

What you'll do and how you'll have an impact

• Own the full post-sale lifecycle for strategic accounts: onboarding, adoption, renewal, and expansion
• Be the primary relationship holder for our largest customers, running QBRs, executive check-ins, and success plans
• Drive net revenue retention through upsells, cross-sells, and deep product adoption
• Oversee the Devs.ai support experience by coordinating with AppDirect's existing Tier 1/2/3 support teams
• Refine and enforce SLAs specifically for Devs.ai customers, adapting AppDirect's existing frameworkWork out of the existing Zendesk instance, triaging, escalating, and picking up tickets yourself when needed
• Partner with AppDirect's existing support leadership to ensure Devs.ai customers get the right level of attention
• Build and maintain customer health scoring to proactively identify churn risk and expansion opportunities
• Create and maintain a Devs.ai-specific knowledge base and help center content
• Implement CSAT/NPS measurement and use it to drive continuous improvement
• Own in-product feedback collection and be the voice of the customer to the product team
• Be the bridge between customers and our product/engineering team, translating feedback into actionable insights

What we're looking for

• 4-7 years in customer success, account management, or support leadership, ideally at a B2B SaaS company
• You've worked in a startup or early-stage environment and thrived in ambiguity
• 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 before, and you know how to coordinate across teams you don't directly manage
• 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. It's part of how you operate, not an afterthought
• Excellent communicator who can work with executives and engineers alike

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice

At AppDirect, AI tools may assist our recruitment team with administrative automations - always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy - all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting [e-mail].

The salary band listed below reflects the expected annual base salary or OTE (on-target earnings) for this role at AppDirect and may be subject to change.

Base salary or OTE is just one component of AppDirect's total compensation package. In addition to base pay, regular employees may be eligible for performance-based bonuses and a full range of benefits.

$92,000 - $121,000 CAD

$92,000 - $121,000 CAD

We have a one-day-a-week in-office policy on Wednesdays. Our office is located at 27-900 De Maisonneuve Boulevard West, Montreal, Quebec H3A 2Y7.