Job Description

About Us

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 quality or safety issues, ensuring every worker on the floor is supported by the power of data science.


Job Overview

We are seeking a dynamic and experienced Enterprise Customer Success Manager to join our team. The Enterprise CSM is the strategic partner and commercial owner for a portfolio of Dozuki's most valuable manufacturing and industrial accounts. This role is responsible for building and maintaining strong client relationships, driving maximum platform adoption, ensuring quantifiable business value, and executing all necessary commercial activities to guarantee long-term account health and revenue expansion. The ideal candidate will have a passion for technology, excellent communication skills, and a proven track record of managing successful, high-value customer relationships with a commercial focus.


Key Responsibilities

1. 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. Serve as the primary point of contact for all customer inquiries, issues, and escalations.
• Adoption & Health: 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.
• 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. Create and present clear Return on Investment (ROI) analysis
for customers, aligning future goals with the customer's overall digital transformation strategy.
• 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. Identify and develop strong customer advocates who can provide testimonials and referrals for market growth.
• 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.

2. 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. This includes leading complex commercial negotiations, ensuring favorable terms, and mitigating churn risk.
• 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.Contracting and Quoting: Manage the preparation and execution of complex enterprise-
level agreements, including Statement of Work (SOW) drafting, pricing negotiations, and
liaison with Legal and Finance teams to finalize contracting documents.
• Forecasting and Reporting: Track and report on key customer success and commercial metrics. Maintain accurate forecasts for renewals and expansion opportunities within the CRM (e.g., Salesforce), providing clear visibility into the health of the commercial pipeline.


Required Skills

• 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. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Refugee and asylee candidates will be considered provided they can provide proof of status prior to beginning employment

AWS provides customers with the option to store their data in AWS GovCloud (US), which is managed solely by US Citizens in US locations. AWS GovCloud (US) is Amazon's isolated cloud environment where accounts are only granted to US Persons working for US organizations.

Dozuki is committed to a diverse and inclusive workplace. Dozuki is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please inform your recruiter.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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