OverviewAbout the role As Agent Success Manager, you own the operational success of deployed AIaaS agents for the term subscription's life. You take ownership when agents transition out of Hypercare into Support, bridging the customer, Account Executive, and Agent Engineering. You ensure agents deliver value while protecting scope boundaries.
Key Responsibilities - Field customer issues via our Ai-Native Platform Appcentral, triaging the Workspace Queue and diagnosing issue complexity.
- Review change requests against the customer's blueprint, routing to Agent Engineering or Sales as needed.
- Track adoption trends using usage data and identify expansion opportunities for the Account Executive.
- Monitor renewals via Salesforce and manage account offboarding when subscriptions end.
- Serve as operational liaison, translating technical issues into business-friendly updates.
About you You communicate complex technical issues in clear, business-friendly terms, maintaining customer confidence through transparent incident resolution. You balance protecting the account's technical scope with identifying expansion opportunities. You coordinate across multiple teams to ensure smooth operations.
Qualifications - Experience supporting customers in technical environments.
- Familiarity with cloud-based platforms and subscription service models.
- Working knowledge of Salesforce.
- Ability to monitor renewals and retention and deal with customer requests
What's in it for you? Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible and casual environment, an outstanding opportunity for career development and growth.
