Customer Success Manager

CAI Software is a company that builds digital work execution platforms and software solutions for manufacturing businesses. The Customer Success Manager will ensure customers achieve measurable success and value from the solutions, building long-term relationships and driving adoption, satisfaction, retention, and expansion.

Responsibilities:

• Own and manage a portfolio of 25-40 enterprise customers, ensuring adoption, retention, and expansion
• Serve as the customer’s strategic advisor, helping them achieve business objectives through effective use of our platform
• Build and maintain strong, multi-threaded relationships with global stakeholders, providing strategic guidance to foster engagement, trust, and long-term value
• Partner with the Implementation team to ensure smooth onboarding, adoption, and knowledge transfer
• Develop and execute success plans to drive adoption and value realization, proactively addressing customer challenges across global markets
• Plan and deliver EBRs to executive and operational leaders, highlighting results, insights, and growth opportunities
• Drive Gross and Net Revenue Retention (GRR/NRR) through proactive renewal management and identification of expansion opportunities
• Collaborate with Sales and Marketing to position upsells and cross-sells that align with customer goals
• Act as the voice of the customer internally, providing structured feedback to Product and Engineering (feature requests, functionality, trends, etc.)
• Support reference programs and case study opportunities by cultivating highly satisfied customers
• Monitor customer health metrics: post-onboarding adoption, satisfaction, contract status, NPS, and usage
• Prepare reports to identify risks, opportunities, and progress toward success metrics
• Partner cross-functionally with Sales, Marketing, Product, and Support to ensure customer needs are met efficiently
• Represent the company at customer meetings, workshops, and industry events as required
• Conduct work in accordance with company policies, procedures, and applicable laws and regulations
• Willingness and ability to travel domestically and internationally for customer or company events, as needed, while managing global accounts virtually

Requirements:

• Bachelor's degree or equivalent experience
• 3+ years of professional experience within customer success, account management, or similar client-facing roles
• Experience managing enterprise accounts across multiple countries and time zones, with focus on adoption, retention, and growth
• Exceptional communication, collaboration, and relationship-building skills, with the ability to influence and build trust across cultures and organizational levels
• Proficiency with customer success and CRM tools (e.g., HubSpot, Salesforce), and comfort working in globally distributed systems and teams
• Fluency in English
• Ability to navigate manufacturing or factory environments when visiting customer sites
• Willingness and ability to travel domestically and internationally for customer or company events, as needed, while managing global accounts virtually
• Applicants must be authorized to work in the United States