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 vacation 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.