Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Company Overview