Customer Success & Account Manager

We are looking for a Customer Success & Account Manager to own customer relationships, engagement, and long-term growth for Enji.ai - from onboarding and implementation to ongoing adoption and renewal. This is not a role where you simply pass messages between customers and engineering. You will be the person customers trust throughout their journey with Enji: leading onboarding, coordinating integrations, keeping customers engaged after go-live, identifying risks, and making sure every open question has a clear next step and every commitment leads to a confirmed result. You will work at the intersection of customers, support, product, and engineering. You will proactively identify risks, drive internal dependencies, and keep customers informed before they need to ask. About Us Mad Devs is a full-stack engineering company building and operating large-scale IT products for customers around the world. We focus on long-term relationships built on transparency, open communication, and strong engineering practices. Enji.ai was created by Mad Devs to bring transparency and better communication to software development. It connects the tools teams already use and turns project activity into clear insights, reports, and actionable information. As a Customer Success & Account Manager, you will help customers successfully adopt Enji, integrate it into their workflows, and get long-term value from the product. What you will do Own the onboarding of new Enji.ai customers, from initial setup to successful implementation, and remain their main point of contact throughout the relationship. Coordinate integrations and technical configuration across Jira, Slack, Telegram, Confluence, Google Workspace, and related tools. Collect customer access, configuration details, and missing information to keep implementation moving. Turn unclear customer requests and problems into structured tasks and clear next steps for engineering and product teams. Own customer requests, integration questions, product updates, and rollouts through to a confirmed result. Proactively follow up with customers and internal teams instead of waiting for reminders. Keep customers informed about progress, blockers, risks, and next steps. After every customer discussion, document owners and deadlines and follow through on commitments. Identify risks of delays early and escalate them before they become customer-facing problems. Drive resolution of internal dependencies and escalate issues when they get stuck. When an implementation is blocked, propose an alternative path instead of simply reporting the blocker. Close the loop on every customer request: discuss → implement → validate → confirm → document → roll out → collect feedback. Maintain clear written records of decisions, next steps, risks, and open questions. Continue managing customer relationships after go-live through regular check-ins and business reviews. Meet customers in person when needed and build strong long-term relationships. Monitor customer satisfaction and identify opportunities to expand product usage. Act as the internal customer advocate, identifying churn risks early and raising them with the team before they become problems. Help improve onboarding processes, customer documentation, and support workflows. What we expect 2+ years of experience in account management, customer success, onboarding, customer relationship management, or a similar role in B2B SaaS. Experience coordinating customer integrations and technical configurations. Experience managing multiple customer accounts or implementation streams in parallel. Strong ownership and a track record of driving tasks through to completion. Proactive communication: you follow up, request missing information, and initiate status updates without being asked. Ability to turn an unclear customer request into a structured plan with clear next steps. Confidence working with engineering and technical teams without being requir