Job Title: Customer Success Manager (Manufacturing)

Location: Remote ( Preferred Dallas)

Travel: Up to 30–40%

Reports To: Chief Revenue Officer / Head of Customer Success

About DeepHow

DeepHow is redefining how industrial knowledge is captured, structured, and shared through the power of AI.

Our platform uses advanced computer vision, natural language processing, and large language models to transform expert know-how into intelligent, searchable, and multilingual training workflows. DeepHow empowers manufacturers and service organizations to digitize tribal knowledge, accelerate onboarding, and drive operational excellence at scale.

With 100+ enterprise customers and deep integrations across MES, LMS, and ERP systems, DeepHow combines AI innovation with real-world industrial expertise, bridging people, process, and performance across the modern enterprise.

The Role

As a Customer Success Manager (CSM) at DeepHow, you will own the post‑sale customer relationship for a portfolio of enterprise accounts. Your mission is to drive adoption, expansion, and renewal by tying DeepHow’s platform directly to customer business outcomes.

This is not a reactive support role. You will act as a trusted advisor to operational, L&D, and CI leaders, helping them operationalize frontline knowledge and prove ROI to executive stakeholders.

You will work closely with Sales, Solutions, Product, and Support to ensure customers are successful from onboarding through long‑term value realization.

What You’ll Be Responsible For

Customer Ownership & Relationship Management

• Serve as the primary point of contact for assigned enterprise customers post‑sale
• Build strong relationships with multiple stakeholders, from plant‑level leaders to corporate executives
• Lead regular check‑ins, QBRs, and executive reviews focused on outcomes, not features

Adoption & Value Realization

• Drive platform adoption across frontline, supervisors, and operational leaders
• Partner with customers to define success plans tied to business metrics such as onboarding time, safety incidents, scrap, downtime, and retention
• Track and communicate progress against those outcomes using data and customer stories

Renewals & Expansions

• Own renewal strategy and execution for your accounts, including timeline management and risk mitigation
• Identify and support expansion opportunities across additional sites, users, or use cases
• Collaborate closely with Account Executives on commercial strategy while maintaining customer trust

Onboarding & Implementation Support

• Coordinate onboarding with the Solutions team to ensure a strong start
• Help customers navigate change management and internal adoption challenges
• Ensure customers understand best practices for scaling DeepHow across sites and regions

Voice of the Customer

• Act as an internal advocate for customers by sharing feedback with Product and Leadership
• Identify common patterns, risks, and opportunities across your book of business
• Contribute to improving playbooks, templates, and customer success processes

What Success Looks Like in This Role

• Customers renew consistently and on time
• Customers expand usage because they see clear ROI
• Stakeholders can articulate how DeepHow impacts their business, not just how it works
• Risks are identified early and managed proactively
• Customers view you as a trusted partner, not a vendor

Who We’re Looking For

Required Experience

• 3–7+ years of experience in Customer Success, Account Management, or a similar customer‑facing role
• Experience working with mid‑market or enterprise customers
• Comfort engaging with both frontline operators and executive stakeholders
• Proven ability to manage renewals and drive expansion

Strongly Preferred

• Experience in manufacturing, utilities, industrial, energy, or other asset‑intensive industries
• Experience with SaaS platforms focused on operations, L&D, knowledge management, or workforce enablement
• Familiarity with ROI‑driven conversations tied to operational metrics

Skills & Traits

• Outcome‑oriented: you naturally focus on results, not just activity
• Business‑minded: you understand how your customers make decisions and measure success
• Organized and proactive: you stay ahead of renewals, risks, and opportunities
• Clear communicator: you can explain complex ideas simply to different audiences
• Collaborative: you work well across Sales, Product, Solutions, and Support

DeepHow is an equal opportunity employer. We value diverse perspectives and are committed to building an inclusive team.