Customer Success Manager

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CAI Software, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

Manufacturing • SaaS • B2B

CAI Software, LLC is a provider of production-oriented business management software for manufacturers, processors, distributors, and the graphic communications industry. The company delivers enterprise solutions including ERP, MES, WMS, EDI, inventory management, process automation, digital work instructions, and MIS to streamline operations, improve visibility, and optimize production and distribution workflows across industries such as seafood, food & beverage, aerospace, automotive, electronics, and printing. CAI supports deployment, implementation, and ongoing customer support for integrated, end-to-end software suites and enabling apps aimed at midmarket and enterprise customers.

📋 Description

• Own and manage a portfolio of 25-40 enterprise customers, ensuring adoption, retention, and expansion. • 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 Executive Business Reviews (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. • 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.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development