Customer Success Manager

Location: San Mateo, CA; Remote (United States)

Department: Customer Success

Role Summary

The 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 Responsibilities

Own 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 & 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.

What Success Looks Like

• Customers 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 AI

• Work 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.

About the Company

About ept AI

ept AI is the industry’s first modular and scalable Tech Product AI platform — designed to put an AI support engineer on every customer’s desktop and an AI sales engineer in every rep’s pocket. We help enterprise technology organizations eliminate expert bottlenecks and scale high-quality communication across sales, support, and product marketing. Our platform delivers faster response times, improved CSAT, and measurable ROI through intelligent workflows, deep channel integration, and enterprise-grade control.

We’re expanding our customer organization and looking for a Customer Success Manager who can guide complex enterprise accounts, ensure lasting value, and serve as a trusted partner to senior-level stakeholders.