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DeepHow is a Physical AI platform serving industrial manufacturing, pharmaceuticals, and utilities. The platform helps organizations capture expert knowledge, convert it into dynamic work instructions, and drive verified execution on the front line through AI-powered verification, photo/video validation, and time-and-motion intelligence.
As a Customer Success Manager, you will own customer outcomes for a portfolio of accounts, serving as the primary relationship owner from go-live through renewals. You will drive adoption across plant floors and training teams, identify and mitigate churn risk early, and build trusted partnerships that position DeepHow as a strategic advisor rather than a software vendor.
Key responsibilities include:
**Customer Relationship Management:** Serve as trusted advisor to accounts, understanding their strategic operational goals. Run regular business reviews to assess outcomes and gather feedback. Report measurable value (ROI, efficiency gains, waste reduction, error reduction, time-to-competency) on a consistent cadence. Expand relationships across teams and seniority levels to create multi-threaded, stable partnerships.
**Onboarding & Training:** Attend customer kickoff calls alongside the Implementation team to build relationships early. Lead ongoing training sessions, demos, and webinars that drive adoption and keep the platform accessible for frontline teams and administrators.
**Retention & Expansion:** Monitor customer health using usage data and relationship signals (product adoption, feature usage, satisfaction). Act early when health slips to prevent churn. Identify upsell and cross-sell opportunities within accounts and collaborate with Account Management on expansion planning. Turn best customers into advocates through references, case studies, and speaking opportunities.
**Product Advocacy:** Act as the voice of the customer to product and engineering teams, ensuring frontline needs shape the roadmap. Build and present dashboards that tie usage and engagement to shop-floor outcomes.
**Issue Resolution:** Coordinate with support and engineering to resolve issues quickly and minimize operational disruption. Follow clear escalation protocols for critical issues.
This role requires approximately 20–30% travel to customer sites and plant floors.
**Requirements:**
- Bachelor's degree or equivalent experience in Business, Engineering, Manufacturing, Supply Chain, or related field
- 8+ years of experience in a customer-facing role (Customer Success, Account Management, or similar)
- Deep, hands-on familiarity with manufacturing, industrial operations, or frontline workforce training/technology environments (required)
- Excellent communication and interpersonal skills; comfort engaging with line technicians, plant managers, and VPs 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
- Willingness to travel 20–30% to customer sites
