Dozuki

Enterprise Customer Success Account Manager

Dozuki

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $105,000 - $115,000 per year

About the role

  • 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.

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementproject managementSaaSAI/MLdata analysisROI analysiscustomer health metricscommercial negotiationsdigital transformation
Soft skills
communicationinterpersonal skillsproblem-solvingproactive approachrelationship managementindependent workteam collaborationcustomer advocacypresentation skillsstakeholder management