Enterprise Customer Success Account Manager (Remote-US)

Position Overview

Dozuki is the industry leader in connected worker software, empowering manufacturing companies to achieve faster, better, and safer operations. We drive frontline digital transformation by connecting processes, people, and platforms with real‐time data and actionable insights. Our platform leverages Artificial Intelligence (AI) to intelligently surface critical information, optimize procedural guidance, and predict potential issues, ensuring every worker is supported by the power of data science.
We are seeking a dynamic and experienced Enterprise Customer Success Manager to serve as the strategic partner and commercial owner for a portfolio of Dozuki’s most valuable manufacturing and industrial accounts. In this role, you will build and maintain strong client relationships, drive maximum platform adoption, and execute commercial activities to ensure long‐term account health and revenue expansion.

Key Responsibilities

• Strategic Customer Success & Value Realization:
  • Relationship Management: Cultivate long-term relationships with key stakeholders including executive sponsors, operational leaders, and end-user champions; serve as the primary contact for inquiries and escalations.
  • Adoption & Health: Drive platform adoption by translating business objectives into clear usage goals, monitor customer health, identify risks, and implement mitigation strategies.
  • Business Review Cadence: Plan and lead Executive Business Reviews (EBRs) with measurable outcomes such as ROI and efficiency gains, and present clear ROI analysis.
  • Product Advocacy & Retention: Gather customer feedback for product improvements, address issues that impact retention, and develop strong customer advocates.
  • Onboarding & AI-Enhanced Operations: Ensure smooth post go-live transitions and leverage AI/ML tools to analyze usage data, predict churn, and derive actionable insights.
• Commercial Management & Account Growth:
  • Renewal Ownership & Negotiation: Manage the end-to-end renewal cycle, lead complex negotiations, and secure favorable contract terms.
  • Multi-Year Contract Strategy: Convert annual contracts into multi-year commitments to enhance customer lifetime value and secure recurring revenue.
  • Expansion & Upselling: Identify opportunities for cross-sell and upsell within the account base, targeting additional users, site deployments, or new product features.
  • Contracting and Forecasting: Oversee preparation of complex enterprise agreements and maintain accurate forecasts for renewals and expansion opportunities.

Required Qualifications

• Bachelor’s degree in Business, Computer Science, Marketing, Communications, or a related field.
• 4+ years of enterprise-level experience in customer success, account management, or related roles within the software industry.
• Proven track record of managing and growing high-value customer relationships with a commercial focus.
• Experience managing projects/initiatives independently with a strong understanding of SaaS business models.
• Excellent communication and interpersonal skills with proficiency in CRM software (e.g., Salesforce) and customer success tools.
• Proficiency in Microsoft and Google Suite of products.
• Experience with AI/ML-driven Customer Success platforms or the ability to integrate new AI technologies is strongly preferred.
• Applicants must be authorized to work for any employer in the U.S. or Canada. (No Visa sponsorship available.)

Benefits & Perks

• Compensation: Base pay ranges from $105,000/year to $115,000/year, with additional incentives and OTE available based on performance and market factors.
• Equal Opportunity: Dozuki is committed to a diverse and inclusive workplace and fosters an environment where all qualified candidates are considered.
• Fraud Alert: Beware of fraudulent job offers. Dozuki never charges fees during the recruitment process or requests personal information in exchange for job opportunities.