Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager helping manufacturers adopt Dozuki’s connected worker software. Managing retention, expansion, ROI, and executive customer relationships.
Responsibilities:
- Build and maintain strong, long-lasting relationships with clients
- Serve as the primary point of contact for customer inquiries, issues, and escalations
- Conduct regular check-ins and quarterly business reviews with clients
- Develop and execute customer success plans tailored to individual client needs
- Monitor customer health and proactively identify opportunities for growth and improvement
- Collaborate with internal teams to ensure customer needs are met and expectations are exceeded
- Create return on investment (ROI) analysis for customers
- Monitor customer satisfaction and resolve issues that may impact retention
- Identify and develop customer advocates who can provide testimonials and referrals
- Gather customer feedback and relay it to the product development team
- Track and report key customer success metrics, including satisfaction, retention, and product usage
- Provide regular updates to leadership on customer health and success initiatives
- Stay updated on product developments, industry trends, and emerging technologies
- Participate in ongoing training and professional development
Requirements:
- Bachelor's degree in Business, Computer Science, Marketing, Communications, or a related field
- 7+ years of experience in a customer success, account management, or related role within the software industry
- Proven track record of managing and growing customer relationships
- Experience leading and managing customer success teams
- 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 the Microsoft and Google Suite of products
- Ability to travel domestically up to 25%
- Applicants must be authorized to work for any employer in the U.S.
- Refugee and asylee candidates must provide proof of status prior to beginning employment
Benefits:
- Competitive salary and performance-based bonuses
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company match
- Generous paid time off and holidays
- Opportunities for professional development and growth
- A collaborative and supportive work environment
- Remote-friendly environment
- Monthly stipend for gym membership
- Home office set-up stipend
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