Customer Success Manager

Job Description

About the Role

CADDi is transforming how manufacturers work. As a Customer Success Manager, you will own the end-to-end journey for our customers, from onboarding to value realization to expansion.

This is not a typical CS role. CADDi’s CSMs act as strategists, operators, project managers, and change leaders. You will work alongside Sales, Solutions, Product, Engineering, and our Japan HQ to drive measurable customer impact and business growth.

If you’re someone who thrives in fast-paced, ambiguous environments and loves solving real operational problems with customers, this is the place to build your career.

What You Will Do

Own Customer Outcomes

• Lead end-to-end onboarding, from environment setup to first value realization
• Train users and simplify technical concepts for engineers, buyers, and operations stakeholders
• Build deep, multi-level customer relationships based on trust and impact

Drive Value, Adoption, and Growth

• Analyze customer workflows, usage, and KPIs to uncover opportunities for deeper adoption
• Partner with customers to build use-case roadmaps and deliver quantifiable impact
• Identify and execute upsell and cross-sell opportunities across our product suite

Enable Customer Storytelling and Thought Leadership

• Develop case studies with measurable operational and financial results
• Drive customer referenceability and support community-building initiatives

Influence Product and the Future of CADDi

• Capture the voice of the customer (VOCs) to shape our roadmap
• Collaborate with Product and Engineering to improve features, workflows, and prioritization
• Translate frontline insights into scalable playbooks and CS processes

What Success Looks Like

• Your customers adopt CADDi deeply, renew consistently, and expand usage
• You uncover new use cases and help customers achieve measurable value
• You strengthen CADDi’s product through actionable feedback
• You build trust with customers and become their go-to partner
• You help shape the foundation of a world-class CS function in the US

Requirements

Who You Are

• Analytical, structured thinker with a bias for action
• Natural relationship builder who earns trust quickly
• Comfortable working cross-functionally and leading without authority
• Thrives in ambiguous, fast-moving environments
• Strong communicator who can simplify complex ideas for different audiences
• Curious, adaptable, and energized by solving real customer problems

Real Indicators You Might Be a Fit

• Experience in consulting, strategy & operations, BizOps, project management, rotational leadership development programs, or customer success
• Note: You do not need prior customer success experience
• Track record of managing projects, clients, or cross-functional initiatives
• Exposure to manufacturing, industrial operations, or SaaS environments
• Ability to break down messy problems into structured plans
• Passion for driving change and continuous improvement
• Willingness to work in-office 5 days a week and ability to travel up to 50% of the time

Why Join CADDi’s Customer Success Team?

These are real reasons our team members are passionate about this role:

• End-to-end ownership of customer outcomes with a clear line of sight to impact
• “Project Management × Product × Change Leadership” in one role
• Ability to shape product direction and influence CADDi’s roadmap
• Work directly with engineering, sales, and operations to make ideas real
• Deep exposure to both US and non-US business cultures
• Drive real transformation in how manufacturers operate
• See value “come to life” on the shop floor, not just on slides
• Be part of a fast-growing team where high performers grow rapidly
• Opportunity to leave your mark on the foundational CS function in the US

Benefits

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