07 / CUSTOMER RELATIONSHIPS, ONBOARDING AND LASTING ADOPTION
Customer Success Manager (CSM)
Help customers turn a promising start into lasting value.
STEP INSIDE THE WORK
AN ILLUSTRATIVE PROJECTThirty users have access. Nine are using it. What is missing?
In this illustrative scenario, a retailer enabled an AI support assistant for 30 eligible agents. Only 9 used it on a real case last week. A champion reports that a wrong return-policy answer damaged trust. How would you help?
YOUR MOVE / 01
Find the reason behind the number.
Confirm what “used it” means and whether all 30 agents had eligible work that week. Speak with the champion and a few active and inactive users. Ask an approved AI tool to group redacted feedback, then check its themes against the original notes. Separate access friction, workflow fit and lost trust before proposing a solution.
WHAT YOU MAKE VISIBLE
A defined usage metric and eligible group
Customer conversations behind the signal
A source-checked map of adoption barriers
Think from first principles.
Make your reasoning visible.
01 / YOUR MISSION
The launch is a moment. Trust is built every day.
A customer has a new AI capability. Your work helps the people behind that account understand it, use it well and keep getting value from it. At devx, a Customer Success Manager connects customer conversations to practical action: a better onboarding session, a blocker resolved, an honest progress review. You will begin alongside experienced colleagues, supporting a defined customer group or use case. If you enjoy listening closely, explaining clearly and making things happen across a team, this is a way to turn those strengths into a career in AI.
The ongoing customer relationship: onboarding, adoption, account health and value over time. Work with Outcome Managers, who coordinate scoped delivery and outcome measurement, and engineers, who investigate and resolve technical issues. Graduate entry starts with guided customer-facing responsibility.
We reimagine customer interactions, business operations and enterprise architecture around AI. You bring fresh questions. Experienced practitioners bring context and judgment. The work connects both to a real customer outcome.
02 / WHAT YOU WILL WORK ON
Make your curiosity
useful.
Understand the people behind the account
Join customer conversations and map the sponsor, day-to-day users, technical contacts and internal champions. Capture why they chose the solution, the tasks they need to improve and what success means to them. Keep a shared success plan with agreed actions, owners and review dates.
Make the first useful experience happen
Help prepare onboarding sessions, practical walkthroughs and short guides for different user groups. Coordinate access requests with the authorised owner. For AI workflows, teach users how to inspect sources, recognise uncertainty, correct an answer and use the human handover path. Follow up on whether they can complete a real task.
Build adoption through useful conversations
Review usage patterns alongside customer feedback. Investigate whether a barrier comes from access, workflow fit, answer quality or confidence. Support customer champions with focused sessions and office hours. Bring technical defects to engineering and agree the next customer follow-up, instead of assuming every problem needs more training.
Make customer health explainable
Maintain a simple view of onboarding progress, meaningful usage, open issues, stakeholder engagement and agreed value milestones. Check the time window and who was eligible to use the workflow before interpreting a number. Treat a health score or AI-generated sentiment label as a signal to investigate, with evidence and human judgment.
Carry the customer’s voice across the team
Turn feedback into clear examples, business impact and questions for support, engineering and Outcome Managers. Track the owner and next update for escalations. Keep the customer informed in plain language, close the loop after a fix and confirm that it helped. Make commitments only after checking with the accountable colleague.
Prepare the next value conversation
Help create customer reviews that show progress, unresolved gaps and the next useful milestone. Support the account lead with renewal preparation or evidence for a relevant next use case when appropriate. Learn how retention and growth follow sustained value; commercial negotiation and contractual commitments stay with the accountable lead.
What good work looks like
- A customer success plan that reflects the customer’s goals and keeps actions, owners and next reviews clear.
- Users who can complete the intended workflow, recognise AI limitations and get help when needed—with evidence beyond login counts.
- Customer risks and feedback that reach the right owner, receive a clear follow-up and inform an honest discussion of ongoing value.
Use approved AI tools to group redacted customer feedback, draft tailored onboarding material and prepare a first version of a customer review. Trace summaries to the original notes and usage data. Check every claim and commitment before sharing; protect account information and use your own judgment when assessing customer health.
03 / YOUR STARTING POINT
Bring a foundation.
Build the range.
Coursework, personal projects, research and student initiatives all count. Previous full-time experience is not required.
- Attentive listening and clear spoken and written communication. Explain an unfamiliar idea simply and check that the other person has understood it.
- Organisation and dependable follow-through: keep track of commitments, owners and dates, and ask for help early when a promise is at risk.
- Comfort with spreadsheets, percentages and basic charts. Define what a metric measures, check its denominator and question what a change actually means.
- Curiosity about customer workflows, software and AI. Understand that AI can make mistakes and be willing to learn how users verify answers and recover from failures.
- Evidence of helping people adopt something or solving a recurring problem. A student club, peer-learning initiative, college project, volunteer role or internship can demonstrate this.
Useful exposure
Experience with customer interviews, presenting a demo, CRM tools, support workflows, dashboards or a small AI-assisted project is useful. SQL and automation are optional starting advantages. Prior account ownership, sales targets, an MBA and professional certifications are not prerequisites.
04 / HOW YOUR OWNERSHIP GROWS
Learn in the work.
Grow through the feedback.
Start by shadowing calls, preparing a customer update and owning the follow-up for one onboarding or adoption task. Build towards facilitating a check-in, maintaining a success plan and supporting a small customer portfolio with senior review. Learn to connect relationships, product understanding and evidence of value. The manager title describes customer success responsibility; this graduate role does not begin with managing a team.
Explore
Understand the problem and ask useful questions.
Build
Make a defined contribution and learn through review.
Own
Take on broader responsibility as your readiness grows.
05 / THE DEVX CULTURE
The principles
show up in the work.
Understand what the customer is trying to change. Ask the extra question, surface the real obstacle and connect your work to their goals.
A feature shipped, but the workflow is still slow. Stay with the problem and find out why.
Client obsession. Understand what the customer is trying to change. Ask the extra question, surface the real obstacle and connect your work to their goals.
AI-native everything. Use AI to improve how you research, build, analyse and document. Understand its limits, verify the output and handle customer information responsibly.
Hire and train exceptional talent. We bring young talent and experienced practitioners together. Bring ambition, seek direct feedback and put new understanding into practice.
Document to scale. Write down the decision, its context and what you learned. Make your work understandable enough for someone else to continue, question or improve it.
Only ever be honest. Flag risk while there is time to act. Separate what you know from what you assume. Give clear feedback and make uncertainty visible.
06 / START A CONVERSATION
Show us the way
you think.
Share a résumé and one example where you helped someone understand, adopt or get value from something. Explain whom you listened to, what was getting in their way, how you followed up and what changed. A college initiative or personal project is a valid starting point.
Join through an internship with the opportunity to convert to a full-time role. The hiring team will share internship duration, work arrangements, campus eligibility and conversion criteria during recruitment.
An illustrative project
Illustrative scenario: a retailer has enabled an AI support assistant for 30 eligible agents, but only 9 used it on a real case last week. A champion says colleagues lost confidence after a wrong return-policy answer. You could validate the usage definition, speak with active and inactive users, and separate a product-quality issue from an onboarding gap. Give engineers the reproducible case; work with the champion on a short source-checking and handover session using approved examples. Agree owners and a follow-up date. Over the next two weeks, review meaningful usage, sampled resolution quality and repeat contacts with the same definitions. Share an honest customer update and keep any unresolved trust issue visible.