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:
- 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 Discovery and 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 and ensure their use case potential within CADDi is maximized
- 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
- Customer Satisfaction and Referenceability
- Develop customer case studies with quantifiable results
- Build our customer community by organizing events and webinars
- 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
Requirements
What will a successful CSM bring to the table:
- You’ve led enterprise-level B2B customer partnerships, managing both operational (adoption) and commercial (renewals and upsells/expansions) aspects
- Strong understanding of customer onboarding and “land and expand” 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
- Willingness to work in-office 5 days a week and ability to travel up to 50% of the time.
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.
- On Target Earnings: $75,000 - $150,000
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.
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.
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What We Do
CADDi is a global supply chain company on a mission to "unleash the potential of manufacturing". The company strives to transform the manufacturing industry through its primary offering "CADDi Manufacturing", a one-stop service for procurement and manufacturing that utilizes original technologies to optimize quality, cost, and delivery within its supply chain infrastructure. In mid-2022, CADDi launched "CADDi Drawer," a cloud-based data utilization system to further digital transformation in the manufacturing industry.
