Enterprise Customer Success Account Manager

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October 30

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Dozuki

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Enterprise • Productivity • SaaS

Dozuki is a leading connected worker platform that helps organizations digitize knowledge and expand skills. It specializes in AI-powered process digitization, connected work instructions, continuous improvement, and operational training transformation services. The platform enables frontline workers to perform safely and to standards by capturing and centralizing expert knowledge. Dozuki supports industries such as automotive, consumer packaged goods, food and beverage, heavy machinery, pharmaceuticals, and biotechnology by reducing downtime, improving worker productivity, and accelerating time to competency. The company aims to improve processes and worker engagement through digital work instructions and training programs.

51 - 200 employees

🏢 Enterprise

⚡ Productivity

☁️ SaaS

💰 Private Equity Round on 2021-09

📋 Description

• Strategic Customer Success & Value Realization: Relationship Management: Cultivate deep, long-term relationships with key stakeholders, including executive sponsors (VP/Director level), operational leadership, and end-user champions across multiple global sites. • Adoption & Health: Drive adoption and usage of the Dozuki platform by translating strategic business objectives into clear platform utilization goals. • Business Review Cadence (QBRs/EBRs): Plan and lead Executive Business Reviews (EBRs) that focus on measurable outcomes (ROI, efficiency gains, error reduction) achieved with Dozuki. • Product Advocacy: Gather customer feedback and relay it to the Product Development team to drive continuous improvement, serving as the voice of the enterprise customer internally. • Retention & Advocacy: Monitor customer satisfaction and proactively work to resolve any issues that may impact retention. • Onboarding & Handoff: 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. • AI-Enhanced Operations: 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. • Commercial Management & Account Growth Renewal Ownership & Negotiation: Own the end-to-end renewal cycle for the entire portfolio, working proactively to secure contracts ahead of the expiry date. • Multi-Year Contract Strategy: 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. • Expansion & Upselling: 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. • Forecasting and Reporting: Track and report on key customer success and commercial metrics.

🎯 Requirements

• 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. • Manufacturing industry knowledge is a plus. • 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. • 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. • Applicants must be authorized to work for ANY employer in the U.S. or Canada.

🏖️ Benefits

• Not specified