Job Title: Manufacturing Operations Success Manager

Location: Remote Preferred on-site

Travel: 25-35%

Reports To: VP of Customer Success & Services

About DeepHow

DeepHow is a Physical AI platform for industrial manufacturing, pharmaceuticals, and utilities that helps organisations 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 centred on verification, AI-guided workflows, and time and motion intelligence.

Our Manufacturing Operations Success Managers operate at the intersection of the plant floor and the boardroom. If you have never been on a production floor, this role is not for you.

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The Role

The Manufacturing Operations Success Manager owns a named portfolio of DeepHow’s largest and most strategically important accounts. This role is the primary driver of adoption, business value realisation, long-term retention, and value expansion into verification and time and motion capabilities across these relationships.

This role requires someone who has stood on a plant floor, understands shift-based environments, and can translate what they see into language that resonates at the VP and C-suite level. You will serve as both the voice of the customer inside DeepHow and DeepHow’s voice to the customer and you will be expected to help customers progress toward the kind of enterprise outcomes demonstrated in DeepHow case studies, including major onboarding gains, downtime reduction, and workforce enablement at scale.

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What You’ll Be Responsible For

• Drive adoption and business value realisation across customer sites and learning stages

• Build and maintain Customer Success Plans tied to operational and business outcomes — grounded in metrics the customer already tracks (SQDCE, OEE, time-to-proficiency, SOP compliance)

• Lead EBRs with adoption metrics, ROI evidence, and roadmap narratives with VP and C-level stakeholders

• Identify site expansion, user growth, and product tier upgrade signals for the Enterprise Account Manager — especially around verification, guided workflows, and time and motion intelligence

• Lead the Enterprise Value Realization Program for Verification-tier and advanced workflow accounts, helping customers achieve measurable value from verification and time and motion intelligence

• Own escalations end to end across Product, Engineering, and Executive Leadership

• Capture learnings and best practices that support product, marketing, and broader Customer Success team enablement.

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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

Success Measures

• Achieve 95%+ Gross Revenue Retention (GRR) across the named account portfolio
• Drive 110%+ Net Revenue Retention (NRR) in partnership with the Enterprise Account Manager
• Increase account maturity by growing Strategic Value Partner and Potential Value Partner characteristics across named accounts
• Establish strong governance through documented operational outcomes and increased executive ownership within strategic accounts
• Ensure EVRP enrollment across all relevant advanced-tier accounts
• Complete Executive Business Reviews (EBRs) for 100% of named accounts each quarter

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Who We’re Looking For

Required Experience

• 3+ years of direct experience in industrial manufacturing, pharmaceutical production, utilities, or OT environments — either as a practitioner (plant operations, CI, process engineering, training) or in a customer-facing role serving those verticals

• 5+ years in enterprise Customer Success, Professional Services, or strategic account management in B2B SaaS

• Strong skill in translating platform usage data into ROI narratives anchored in operational metrics

• Experience managing named strategic account portfolios

Strongly Preferred

• Familiarity with SQDCE, TWI, Lean, Six Sigma, or operational excellence frameworks

• Experience with LMS platforms, EHS systems, or workforce enablement technology in industrial environments

• Prior exposure to SOP management, SOW adherence, or process standardisation programmes at scale

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