Customer Success Manager

Role SummaryThe Customer Success Manager will own the post-sales relationship for strategic customers and ensure they achieve consistent, measurable outcomes with ept AI. This role blends relationship management with operational rigor and technical fluency. You’ll work closely with executives, engineering teams, and frontline users, helping translate their goals into clear adoption plans and ensuring our platform becomes an integral part of their workflows.

Key ResponsibilitiesOwn Customer Outcomes

Build strong, advisory-level relationships with senior stakeholders across product, support, sales, and engineering.Understand customer objectives, operating constraints, and success metrics, and translate them into a clear adoption strategy.Track value realization across metrics such as CSAT improvements, ticket-deflection rates, rep productivity, and time-to-response.Guide Successful Implementations

Partner with Forward Deployed Engineering and Product teams to align technical execution with business goals.Manage onboarding timelines, deliverables, and cross-functional coordination to keep deployments on track and predictable.Anticipate issues early, remove friction, and ensure customers experience a smooth path from rollout to steady-state use.Lead Communication and Engagement

Facilitate meetings and executive reviews with clarity, confidence, and a command of both business and technical dimensions.Listen closely and read between the lines to uncover root challenges, unspoken concerns, or evolving priorities.Communicate platform capabilities and roadmap developments in a way that resonates with both technical leaders and operational teams.Champion the Customer Internally

Surface patterns, requirements, and feature gaps with crisp articulation to Product and Engineering.Help shape scalable playbooks, best practices, and feedback loops that raise the bar for our customer programs.Partner with Sales on expansions, renewals, and executive alignment.Required Experience & Skills5–8 years in customer success, solutions, product, support, or technical account management roles within enterprise software or infrastructure-heavy environments.Strong technical literacy — ideally with an engineering background or experience supporting engineering-led products.Confident communicating with senior leaders; able to steer conversations, guide decisions, and create clarity in complex situations.Skilled at synthesizing signals from customers, asking the right questions, and uncovering underlying needs.Comfortable leading high-stakes meetings, delivering presentations, and facilitating cross-functional sessions.Highly organized with a disciplined approach to planning, scheduling, and managing customer deliverables.Experience in AI, ML, developer platforms, or workflow automation is a plus.What Success Looks LikeCustomers consistently hit key adoption and value milestones, with renewals and expansions tied to measurable impact.Executive stakeholders view you as a strategic advisor, not just an account manager.Deployments run predictably because deliverables, timelines, and accountability are transparent and well-managed.Customer insights strengthen product direction and help shape platform evolution.Internal teams trust your judgment, communication, and ability to maintain clear expectations on all sides.Why Join ept AIWork in a high-visibility role that touches product, engineering, sales, and leadership.Shape how enterprises adopt AI as a core operating capability — not just a feature.Help grow a customer success function at a pivotal stage of company scale.Competitive compensation, meaningful ownership, and the opportunity to influence how AI transforms the enterprise tech ecosystem.

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