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Dozuki · 3 days ago

Enterprise Customer Success Account Manager (Remote-US)

United States

Full-time

Remote

Mid, Senior Level

$105K/yr - $115K/yr

4+ years exp

Dozuki is the industry leader in connected worker software, empowering manufacturing companies to achieve faster, better, and safer operations. They are seeking an experienced Enterprise Customer Success Account Manager to build and maintain strong client relationships, drive platform adoption, and ensure long-term account health and revenue expansion for their valuable manufacturing and industrial accounts.

Document ManagementEnterprise SoftwareManufacturingPublishingSoftwareTraining

Culture & Values

No H1B

Responsibilities

Cultivate deep, long-term relationships with key stakeholders, including executive sponsors (VP/Director level), operational leadership, and end-user champions across multiple global sites. Serve as the primary point of contact for all customer inquiries, issues, and escalations

Drive adoption and usage of the Dozuki platform by translating strategic business objectives into clear platform utilization goals. Proactively monitor customer health and usage metrics, identify risks, and execute prescriptive mitigation plans

Plan and lead Executive Business Reviews (EBRs) that focus on measurable outcomes (ROI, efficiency gains, error reduction) achieved with Dozuki. Create and present clear Return on Investment (ROI) analysis for customers, aligning future goals with the customer's overall digital transformation strategy

Gather customer feedback and relay it to the Product Development team to drive continuous improvement, serving as the voice of the enterprise customer internally

Monitor customer satisfaction and proactively work to resolve any issues that may impact retention. Identify and develop strong customer advocates who can provide testimonials and referrals for market growth

Ensure a seamless transition from the Implementation/Professional Services team post go-live, establishing a clear Customer Success plan with defined milestones and success criteria

Leverage AI/ML tools and generative large language models to analyze customer usage data, predict churn risk, and automatically summarize key insights from customer calls or support tickets, translating data into actionable success strategies

Own the end-to-end renewal cycle for the entire portfolio, working proactively to secure contracts ahead of the expiry date. This includes leading complex commercial negotiations, ensuring favorable terms, and mitigating churn risk

Strategize and execute the conversion of annual contracts to multi-year commitments (e.g., 3-year renewals) to enhance customer lifetime value (CLV) and lock in predictable recurring revenue

Proactively identify, qualify, and lead opportunities for expansion (cross-sell and upsell) within the existing account base, specifically targeting additional users, site deployments, or new product features/modules

Manage the preparation and execution of complex enterprise-level agreements, including Statement of Work (SOW) drafting, pricing negotiations, and liaison with Legal and Finance teams to finalize contracting documents

Track and report on key customer success and commercial metrics. Maintain accurate forecasts for renewals and expansion opportunities within the CRM (e.g., Salesforce), providing clear visibility into the health of the commercial pipeline

Qualification

Customer Success ManagementSaaS Business ModelsCRM Software (Salesforce)AI/ML ToolsProject ManagementMicrosoft SuiteGoogle SuiteManufacturing KnowledgeCommunicationInterpersonal SkillsProblem-Solving Skills

Required

Bachelor's degree in business, Computer Science, Marketing, Communications, or a related field

4+ years of enterprise-level experience in a customer success, account management, or related role within the software industry

Proven track record of managing and growing customer relationships

Experience managing projects/initiatives independently

Strong understanding of SaaS (Software as a Service) business models and technology

Excellent communication and interpersonal skills

Ability to work independently and as part of a team

Strong problem-solving skills and a proactive approach to customer issues

Proficiency with CRM (Salesforce) software and customer success tools

Proficiency in Microsoft and Google Suite of products

Applicants must be authorized to work for ANY employer in the U.S. or Canada

Preferred

Manufacturing industry knowledge is a plus

Experience with AI/ML-driven Customer Success platforms (e.g., Gainsight, Catalyst, Chorus) or a demonstrated ability to adopt and integrate new AI technologies into workflows strongly preferred