Enterprise Customer Success Manager Focus: Strategic Accounts | Named Portfolio Location: Remote (US-based, preference for Central or Eastern time zones) Travel: 25–35% primarily to strategic customer sites and EBRs 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 The Enterprise Customer 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 realization, long-term retention, and value expansion into verification and time and motion capabilities across these relationships. This role translates plant-floor activity into executive-level business outcomes and serves as both the voice of the customer inside DeepHow and DeepHow’s voice to the customer. The role is 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. What You'll Own Gross and net revenue retention across the named account portfolio. Adoption health across active sites, including users, content creation, and verification cycles. Executive sponsorship across VP and C-level stakeholders. E.V.R.P. enrollment and delivery for Verification-tier and advanced workflow accounts. Ongoing account maturity and strategic value realization. Key Responsibilities Drive adoption and business value realization across customer sites and learning stages. Build and maintain Customer Success Plans tied to operational and business outcomes. Lead EBRs with adoption metrics, ROI evidence, and roadmap narratives. 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 realize 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. Success Measures Gross revenue retention: 95% or higher across the named account portfolio. Net revenue retention: 110% or higher, jointly driven with the Enterprise Account Manager. Growth in Strategic Value Partner and Potential Value Partner characteristics across named accounts. Demonstrated governance for operational outcomes and stronger executive ownership in strategic accounts. E.V.R.P. enrollment across all relevant advanced-tier accounts. EBR completion: 100% of named accounts each quarter. Required Experience 5+ years in enterprise Customer Success, Professional Services, or strategic account management in B2B SaaS. Experience managing strategic named account portfolios. Strong preference for experience in industrial manufacturing, pharmaceuticals, utilities, or OT environments. Ability to engage credibly from plant floor to C-suite. Strong skill in translating platform usage data into ROI narratives. Experience running structured EBR programs with senior stakeholders. Familiarity with SQDCE, TWI, Lean/CI, or operational excellence frameworks is a plus. Travel 25–35% travel, primarily to flagship customer sites for kick-offs, EBRs, and critical adoption milestones. Equal Opportunity DeepHow is an Equal Opportunity Employer committed to building an inclusive environment for all employees.