Job Title: Customer Success Manager

Location: Remote (US-based)

Reports To: Vice President of Customer Outcome

About DeepHow

DeepHow is a Physical AI platform for industrial manufacturing, pharmaceuticals, and utilities that helps organizations capture expert know-how, turn it into dynamic work instructions, and drive verified execution on the front line.

The platform spans knowledge capture and sharing, AI-powered verification through Smart Compare and photo/video validation, and time and motion intelligence through guided workflows, SOP adherence, and real-time execution visibility. DeepHow supports customers from knowledge capture to verified execution, with strategic account expansion often centered on verification, AI-guided workflows, and time and motion intelligence.

Role Overview

DeepHow's manufacturing, pharmaceutical, and utility customers don't succeed because software gets installed, they succeed because frontline knowledge gets captured, work gets verified, and operations leaders can see the impact. As a Customer Success Manager, you own that outcome for your portfolio of accounts.

You're the primary relationship owner from the moment a customer goes live through every renewal that follows. You drive adoption across plant floors and training teams, catch risk before it becomes churn, and build the kind of trusted relationship that turns a software vendor into a strategic partner. When you spot an opportunity for a customer to expand their use of DeepHow, whether a new site, product line, or use case, you collaborate with our Account Management team and stay engaged through the early conversations, because you know the account and the relationship better than anyone.

This role is critical to DeepHow’s continued growth, by ensuring our customers are retained, successful, and achieve outsized value from their partnership with DeepHow. This is a role for someone who thrives on relationship building and understands manufacturing operations, in order to be a trusted advisor on the plant floor. This is a role for someone who takes deep ownership of how a customer is actually getting value.

Key Responsibilities

Customer Relationship Management

• Serve as the trusted advisor to your accounts, understanding their strategic operational goals and challenges beyond the software itself.
• Run regular business reviews to assess outcomes, gather feedback, and course-correct where needed.
• Report measurable value back to the customer: ROI, efficiency gains, waste reduction, error reduction, time-to-competency improvements, on a consistent cadence.
• Expand relationships at your accounts across teams and seniority levels. Position DeepHow for success, knowing that trusted, stable, multi-threaded relationships are critical to sustainable commercial partnerships

Onboarding & Training

• Attend customer kickoff calls alongside the Implementation team to start building the relationship early, while Implementation owns execution of the onboarding.
• Lead ongoing training sessions, demos, and webinars that drive adoption and keep the platform easy to use for frontline teams and administrators alike.

Retention & Expansion

• Monitor customer health using both usage data and direct relationship signals — product adoption, feature usage, satisfaction — and act early when health starts to slip.
• Identify risk before it becomes churn, and support the renewal process by keeping the value story current and undeniable.
• Proactively identify upsell and cross-sell opportunities within your accounts. Collaborate with Account Management and stay engaged through early joint planning by leveraging your expertise, trusted relationships and operational context.
• Turn your best customers into advocates: secure references, case studies, speaking opportunities, and analyst reviews.

Product Advocacy & Feedback Loop

• Act as the voice of the customer to our product and engineering teams, making sure real frontline needs shape the roadmap.
• Build and present dashboards that tie usage and engagement to the outcomes that matter on the shop floor.

Issue Resolution & Support Coordination

• Coordinate with support and engineering to resolve issues fast and keep disruption to customer operations to a minimum.
• Follow clear escalation protocols so critical issues get the right attention at the right speed.

Desired Experience & Capabilities

• Bachelor's degree or equivalent experience in Business, Engineering, Manufacturing, Supply Chain or a related field.
• 8+ years of experience in a customer-facing role (Customer Success, Account Management, or similar), with deep, hands-on familiarity with manufacturing, industrial operations, or frontline workforce training/technology environments required.
• Excellent communication and interpersonal skills, comfortable talking with everyone from a line technician to a plant manager to a VP of Operations.
• Ability to work independently and collaboratively in a fast-paced environment.
• Familiarity with CRM platforms (e.g., Salesforce, HubSpot), data analytics tools, and training/demo software.
• Energized by travel to customer sites — this role includes approximately 20-30% travel to plant floors and manufacturing facilities.

Talent Acquisition process:

Our typical process includes:

1. Phone screen
2. First video interview with the HR
3. Second video call with hiring manager
4. Third call with the team (maybe 1 to 2 TM’s)
5. Final interview with CSO