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.