Customer Success Manager

ept AI is the industry’s first modular and scalable Tech Product AI platform, designed to enhance enterprise technology organizations. The Customer Success Manager will own post-sales relationships for strategic customers, ensuring they achieve measurable outcomes and become integral to the customers' workflows.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 5–8 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