• Validate our market-entry assumptions and determine how FICUS should enter and scale in France • Build first relationships with rehabilitation providers, hospital and clinic groups, professional associations, payers and other relevant healthcare stakeholders • Lead the first commercial conversations and take responsibility for developing, negotiating and closing our initial pilot partnerships • Navigate France’s regulatory, data-protection, procurement and reimbursement requirements at both national and regional level • Bring a deep understanding of French rehabilitation workflows and provider needs into our product development • Build the French market hands-on, supported directly by our founding team and our teams in Germany • Once the market has been validated, build the local team and take full operational and financial responsibility for France, including team leadership, operations and P&L.

• Provide operational leadership and quality oversight across clinical research sites. • Train, onboard, and mentor Clinical Research Coordinators and research staff. • Develop and maintain standardized workflows, SOPs, and best practices across sites. • Review source documentation, regulatory files, and study data for completeness, accuracy, and protocol compliance before submission. • Ensure compliance with study protocols, ICH-GCP guidelines, sponsor requirements, and internal SOPs. • Support regulatory document preparation and maintenance of essential study files. • Assist sites with audit readiness, monitoring visit preparation, and corrective action implementation. • Provide ongoing education and retraining to research staff as protocols and processes evolve. • Monitor research quality metrics and identify opportunities for operational improvement. • Collaborate with investigators, site leadership, sponsors, and operations to maintain high-quality research standards.

Role Description Devs.AI is AppDirect's most strategic initiative, focused on building the next generation of AI-driven enterprise tools. As the first dedicated Customer Success Manager, you will leverage AppDirect's mature support infrastructure while owning the customer success function end-to-end. Your primary focus will be managing our largest, most strategic accounts: - Own the full post-sale lifecycle for strategic accounts: onboarding, adoption, renewal, and expansion. - Be the primary relationship holder for our largest customers, running QBRs, executive check-ins, and success plans. - Drive net revenue retention through upsells, cross-sells, and deep product adoption. - Oversee the Devs.ai support experience by coordinating with AppDirect's existing Tier 1/2/3 support teams. - Refine and enforce SLAs specifically for Devs.ai customers, adapting AppDirect's existing framework. - Work out of the existing Zendesk instance, triaging, escalating, and picking up tickets yourself when needed. - Partner with AppDirect's existing support leadership to ensure Devs.ai customers get the right level of attention. - Build and maintain customer health scoring to proactively identify churn risk and expansion opportunities. - Create and maintain a Devs.ai-specific knowledge base and help center content. - Implement CSAT/NPS measurement and use it to drive continuous improvement. - Own in-product feedback collection and be the voice of the customer to the product team. - Be the bridge between customers and our product/engineering team, translating feedback into actionable insights. Qualifications - 4-7 years in customer success, account management, or support leadership, ideally at a B2B SaaS company. - Experience managing strategic/enterprise accounts with high-touch engagement. - Comfortable working in Zendesk and familiar with support operations. - Strong instincts for identifying churn risk early and turning detractors into advocates. - Technical aptitude: comfortable with APIs, AI/ML concepts, and developer-facing products. - Data-driven: you use metrics to prioritize, not just gut feel. - AI-fluent: you use AI tools to draft responses, analyze customer data, build help documentation, and automate repetitive workflows. - Excellent communicator who can work with executives and engineers alike. Requirements - You've worked in a startup or early-stage environment and thrived in ambiguity. - You've partnered with existing support organizations before, and you know how to coordinate across teams you don't directly manage. Benefits - At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience, and thought. - We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity. - We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

Role Description As our Customer Success Manager in the New Zealand market, you’ll be the face of Sadie to our Hotel partners—responsible for onboarding, supporting, and growing relationships across our customer base. This role blends hands-on implementation, day-to-day relationship management, and process development. You’ll work closely with Product, Partnerships, Engineering, and Sales to ensure a frictionless experience and long-term customer happiness. What You Will Do - Customer Onboarding & Implementation - Manage the end-to-end onboarding of new hotel partners - Set clear expectations, provide training, and ensure full system adoption - Collaborate with integration and support teams to deliver a fast, smooth go-live - Ongoing Relationship Management - Act as the main point of contact post-onboarding - Build trust and strong working relationships with hotel operators and managers - Monitor customer health and proactively address issues before they escalate - Voice of Customer & Feedback Loops - Proactively gather, track, and analyze customer feedback - Identify patterns, surface pain points, and advocate for customer needs internally - Collaborate with Product and Engineering to prioritize improvements based on feedback - Process Development & Internal Collaboration - Help document and improve scalable customer success playbooks - Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing - Develop new initiatives and support programs to improve retention and satisfaction - Retention & Growth - Ensure customers understand the full value of Sadie and how to use all relevant features - Identify upsell opportunities or new integrations that add value - Support expansion and referrals within multi-location groups Qualifications - Have 3+ years of experience in a customer success, account management, or hospitality tech role - Previous experience as a front desk hotelier or manager - Are highly organized, empathetic, and customer-obsessed - Love building relationships and solving problems - Have strong written and verbal communication skills - Are comfortable working in fast-moving environments with competing priorities