Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Competitive compensation
- Meaningful ownership
- The opportunity to influence how AI transforms the enterprise tech ecosystem
Company Overview