Documoto · 6 hours ago
Customer Success Manager - OEM Accounts
Denver Metropolitan Area
Full-time
Hybrid
Mid, Senior Level
$75K/yr - $85K/yr
5+ years expDocumoto is a company focused on customer success in the OEM accounts sector, and they are seeking a Customer Success Manager. The primary role is to ensure customers effectively adopt the product and derive continuous value from it, leading to long-term retention and growth by managing relationships and supporting customer needs.
ComputerDocument ManagementManufacturingPublishingSaaSSoftware
Responsibilities
Plan and conduct Quarterly Business Reviews (QBRs)
Assign and monitor customer health scores
Monitor and address Customer Satisfaction (CSAT) feedback
Build strong, long-lasting relationships with key stakeholders by serving as the primary contact
Track and follow up on open defects and enhancement requests
Advocate for the customer by providing feedback to the Product Team
Deliver product demos for new and expanded features
Provide on-demand training and educational support
Drive user adoption by identifying usage trends and engagement gaps through data analysis
Conduct customer on-site visits
Identify opportunities for growth including:
Professional Services engagements
Subscription upgrades and add-ons
Serve as the support contact for your assigned accounts:
Answer product questions
Troubleshoot potential bugs or defects
Log defects:
Identify and provide customers workarounds
Escalate for advanced troubleshooting support (integrations, authentication, REST API’s, etc.)
Develop and maintain deep knowledge of the Industrial & Equipment Manufacturing vertical
Stay informed about industry trends, news, and evolving customer pain points
Attend industry conferences to expand knowledge and network
Share relevant industry insights internally
Qualification
Required
5+ years of experience as a Customer Success Manager and/or Engagement Manager in SaaS, OR
5+ years in account management or aftermarket support for an OEM, equipment dealer or distributor
Experience as the Subject Matter Expert (SME) for one or more business systems and troubleshooting skills are a must have
Experience working for a small company (50 employees or less)
Must have a confident communication style with strong presentation skills
Strong technology and business acumen
Demonstrated experience with documenting how to's, wikis, best practice guides and / or knowledge base articles
A good understanding of SaaS
Excellent communication skills and the ability to effectively communicate within the organization as well as to external clients
Must be highly detail oriented and willing to ‘Lead' and ‘Do'
Empathy and customer-first mindset
Preferred
Deep complex industrial or equipment manufacturing industry expertise a major plus
SmartSheet, HubSpot and Office 365 experience are a plus
Familiarity with SQL, Excel, web services, XML and/or other related technologies a plus
Experience in Computer Aided Design (CAD) software and/or Equipment Manufacturing highly preferred
Company
Documoto
Documoto is a Denver-based software company that simplifies the selling, managing, and supporting of machine and equipment parts.
11-50 employees
Funding
Current Stage
Growth StageTotal Funding
$17.26MKey Investors
QuestMark PartnersFlywheel VenturesHigh Country Venture
2015-05-07Series B· $9M
2013-07-30Series A· $3M
2013-01-05Series Unknown· $1.25M
Leadership Team
Becky Howard
VP of Operations
Company data provided by crunchbase