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Customer Success Manager

May 7, 2026

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<meta><h3 style="margin:18px 0px 5px;padding:0px;font-family:" basel="" grotesk",arial,sans-serif;line-height:1.38;font-weight:600;font-size:14pt;text-indent:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Role Summary</strong></b></h3><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-indent:0px;text-align:start;"=""><span style="white-space:pre-wrap;">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.</span></p><h3 style="margin:18px 0px 5px;padding:0px;font-family:" basel="" grotesk",arial,sans-serif;line-height:1.38;font-weight:600;font-size:14pt;text-indent:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Key Responsibilities</strong></b></h3><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-indent:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Own Customer Outcomes</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Build strong, advisory-level relationships with senior stakeholders across product, support, sales, and engineering.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Understand customer objectives, operating constraints, and success metrics, and translate them into a clear adoption strategy.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Track value realization across metrics such as CSAT improvements, ticket-deflection rates, rep productivity, and time-to-response.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-indent:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Guide Successful Implementations</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Partner with Forward Deployed Engineering and Product teams to align technical execution with business goals.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Manage onboarding timelines, deliverables, and cross-functional coordination to keep deployments on track and predictable.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Anticipate issues early, remove friction, and ensure customers experience a smooth path from rollout to steady-state use.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-indent:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Lead Communication and Engagement</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Facilitate meetings and executive reviews with clarity, confidence, and a command of both business and technical dimensions.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Listen closely and read between the lines to uncover root challenges, unspoken concerns, or evolving priorities.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Communicate platform capabilities and roadmap developments in a way that resonates with both technical leaders and operational teams.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-indent:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Champion the Customer Internally</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Surface patterns, requirements, and feature gaps with crisp articulation to Product and Engineering.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Help shape scalable playbooks, best practices, and feedback loops that raise the bar for our customer programs.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Partner with Sales on expansions, renewals, and executive alignment.</span></li></ul><h3 style="margin:18px 0px 5px;padding:0px;font-family:" basel="" grotesk",arial,sans-serif;line-height:1.38;font-weight:600;font-size:14pt;text-indent:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Required Experience & Skills</strong></b></h3><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">5–8 years in customer success, solutions, product, support, or technical account management roles within enterprise software or infrastructure-heavy environments.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Strong technical literacy — ideally with an engineering background or experience supporting engineering-led products.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Confident communicating with senior leaders; able to steer conversations, guide decisions, and create clarity in complex situations.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Skilled at synthesizing signals from customers, asking the right questions, and uncovering underlying needs.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Comfortable leading high-stakes meetings, delivering presentations, and facilitating cross-functional sessions.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Highly organized with a disciplined approach to planning, scheduling, and managing customer deliverables.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Experience in AI, ML, developer platforms, or workflow automation is a plus.</span></li></ul><h3 style="margin:18px 0px 5px;padding:0px;font-family:" basel="" grotesk",arial,sans-serif;line-height:1.38;font-weight:600;font-size:14pt;text-indent:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">What Success Looks Like</strong></b></h3><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Customers consistently hit key adoption and value milestones, with renewals and expansions tied to measurable impact.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Executive stakeholders view you as a strategic advisor, not just an account manager.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Deployments run predictably because deliverables, timelines, and accountability are transparent and well-managed.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Customer insights strengthen product direction and help shape platform evolution.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Internal teams trust your judgment, communication, and ability to maintain clear expectations on all sides.</span></li></ul><h3 style="margin:18px 0px 5px;padding:0px;font-family:" basel="" grotesk",arial,sans-serif;line-height:1.38;font-weight:600;font-size:14pt;text-indent:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Why Join ept AI</strong></b></h3><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Work in a high-visibility role that touches product, engineering, sales, and leadership.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Shape how enterprises adopt AI as a core operating capability — not just a feature.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Help grow a customer success function at a pivotal stage of company scale.</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;text-align:start;"><span style="white-space:pre-wrap;">Competitive compensation, meaningful ownership, and the opportunity to influence how AI transforms the enterprise tech ecosystem.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-indent:0px;text-align:start;"=""><br></p>

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