Customer Success Manager

At CADDi, we're looking for a skilled Customer Success Manager to join our team and play a crucial role in ensuring client satisfaction and driving growth.  This position offers dynamic and hands-on experience, and you'll wear multiple hats and contribute to various customer-facing functions at CADDi.

What your days will look like:

• Pre-Sales Support
• Collaborate with the sales team to craft compelling demos highlighting the value of CADDi’s products and services to help close new business.
• Understand and connect key customer use cases to product features.
• Customer Onboarding
• Lead new customer onboarding, focusing on adoption and satisfaction within the initial period of use.
• Deliver persona-specific training and communicate technical information simply and effectively.
• Customer Relationship Building
• Become a trusted advisor by developing multi-level relationships with key stakeholders, including executive sponsors and champions.
• Conduct regular meetings, visits, and business reviews to nurture these relationships.
• Customer Retention and Growth
• Monitor and analyze key customer health metrics such as adoption and satisfaction to prevent churn.
• Identify and develop growth opportunities that unlock the full potential of CADDi’s offerings.
• Issue and Escalation Management
• Manage and resolve customer issues promptly and effectively.
• Perform root cause analysis and develop prevention plans.
• Internal Collaboration and Customer Advocacy
• Capture and communicate the voice of the customer (VOCs) through case studies, references, and community development.
• Partner with other internal teams to drive customer advocacy and enhance the customer experience.

What you will get in return:

• Competitive CSM salary in the Chicago market with company-paid healthcare benefits, 401k matching, generous time off, and work/life balance.
• In-depth experience in various aspects of customer success, from onboarding to account management in a tech start-up environment here in Chicago.
• Opportunity to contribute to developing and implementing a winning customer success strategy as a foundational member where you will put your stamp on the foundation of Customer Success at CADDi moving forward in the US.
• Exposure to cross-functional collaboration and leaders within a growing startup environment where your voice will be heard.
• The chance to directly impact customer satisfaction, retention, and business growth, helping multiple manufacturing businesses succeed and grow in the US.

Requirements

What will a successful CSM bring to the table:

• You’ve helped to build successful customer success departments
• Experience in customer success in a B2B customer-facing role in a manufacturing environment
• Strong understanding of customer onboarding best practices for a SaaS platform
• Excellent communication and interpersonal skills with the ability to build rapport and trust internally and externally
• Analytical mind with a problem-solving approach and strong attention to detail
• Ability to work independently and collaboratively in a fast-paced environment
• Proficiency in CRM and communication tools

What would have us dialing your number immediately:

• Fluency in Japanese
• Experience working in a start-up tech environment
• Experience in a manufacturing SaaS or manufacturing technology environment

We are a diverse and inclusive workplace that values your unique talents and perspectives. We are committed to building a team that reflects the communities we serve.

Ready to join a passionate team and make a real difference in the future of Manufacturing in the US? Apply today, and let’s talk.

Benefits

At CADDi, we're committed to creating a work environment that fosters your well-being and professional development.  Here are some of the benefits you'll enjoy as part of our team:

• Comprehensive Health Benefits: We provide 100% company-covered employee comprehensive health insurance, including medical  (UnitedHealth), dental (Principal), and vision (VSP) to keep you and your family healthy.
• Ownership & Rewards: Be a part of our success story with a competitive stock options plan.
• Financial Security: Start saving for your future with our 401k plan, featuring a generous 4% company match starting on day one.
• Generous Time Off: Maintain a healthy work-life balance with 15 days of paid time off, five dedicated sick days, and ten company holidays to celebrate throughout the year.
• Thriving Culture: We foster a vibrant work environment with delicious company lunches, engaging events, and healthy drinks and snacks to keep you fueled. Celebrate your achievements with us at quarterly events and holiday gatherings.
• Learning & Development: We invest in your growth by providing opportunities to join professional organizations, attend industry conferences, and participate in various learning initiatives.
• Financial Incentives: Benefit from commuter and parking benefits to simplify your daily commute. We also offer referral bonuses to help you spread the word about exciting opportunities at CADDi.