Enterprise Customer Success Manager

Summary

Join Dozuki as a Customer Success Manager and build strong relationships with clients, ensuring exceptional service and driving customer satisfaction. Develop and execute customer success plans, monitor customer health, and collaborate with internal teams. Monitor customer satisfaction, identify customer advocates, and gather feedback for product improvement. Track and report key customer success metrics and provide regular updates to leadership. Stay updated on industry trends and participate in professional development. This role requires a Bachelor's degree, 7+ years of experience in customer success or account management within the software industry, and proven success in managing and growing customer relationships. The ideal candidate will have experience leading customer success teams, a strong understanding of SaaS business models, and excellent communication skills.

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
• 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 25-40%

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 to ensure they are maximizing the value of our software
• 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 work to resolve any 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 to drive continuous improvement
• Track and report on key customer success metrics, including customer satisfaction, retention, and product usage
• Provide regular updates to the leadership team on customer health and success initiatives
• Stay updated on the latest developments in the company’s products, industry trends, and emerging technologies
• Participate in ongoing training and professional development to enhance technical skills and product knowledge

Preferred Qualifications

Manufacturing industry knowledge is a plus

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