Customer Success Manager

About CAI

CAI Software builds digital work execution platforms and software solutions that help manufacturing businesses operate with greater clarity and control. Our people bring structure to complexity by replacing fragmented paper-based processes with connected digital workflows that improve visibility compliance and decision-making in real industrial environments. With 45 years of experience and a presence across 10 countries CAI combines deep industry understanding with practical technology. Our teams work across 15 core industries and support 5000 customers guided by sound judgment long-term thinking and outcomes that endure.

CAI Business Units and the Markets We Serve

CAI Software is organized into three business units - Graphic Communications Process Manufacturing and Discrete Manufacturing aligned to the markets we serve. This structure allows our teams to stay close to customer needs while operating with the scale and support of a global software company.

This role is part of our Process Manufacturing business unit which provides ERP and operational software to manufacturers that transform raw materials into finished goods through formulas recipes or batch-driven processes. We work with small to enterprise manufacturers across industries such as food and beverage bottling pharmaceuticals nutraceuticals chemicals paint paper tile and supply chain logisticssupporting end-to-end operations from sourcing through production and distribution.

About the Role

As a Customer Success Manager you will ensure customers achieve measurable success and value from our solutions. You will build long-term strategic relationships with customers across multiple regions and time zones driving adoption satisfaction retention expansion and advocacy.

What Youll Do

Customer Portfolio Management:

• Own and manage a portfolio of 25-40 enterprise customers ensuring adoption retention and expansion.
• Serve as the customers strategic advisor helping them achieve business objectives through effective use of our platform.

Customer Relationship Development:

• Build and maintain strong multi-threaded relationships with global stakeholders providing strategic guidance to foster engagement trust and long-term value.

Adoption and Success Planning:

• 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.

Executive Business Reviews (EBRs)

• Plan and deliver EBRs to executive and operational leaders highlighting results insights and growth opportunities.

Renewals and Growth

• 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.

Customer Advocacy and Feedback

• 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.

Data and Reporting

• Monitor customer health metrics: post-onboarding adoption satisfaction contract status NPS and usage.
• Prepare reports to identify risks opportunities and progress toward success metrics.

Internal and External Collaboration

• 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.

Governance and Compliance

• Conduct work in accordance with company policies procedures and applicable laws and regulations.

Travel

• Willingness and ability to travel domestically and internationally for customer or company events as needed while managing global accounts virtually.

What Were Looking For

• Bachelors 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 a 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.

Why Join Us
Youll have the opportunity to drive some of the most critical transformation initiatives in our companys history. This is a highly visible role working directly with senior leadership to shape the future operating model of CAI. Youll bring clarity discipline and execution focus to complex cross-functional programs while gaining exposure across every function of the business.

Equal Employment Opportunity

CAI Softwareis an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color national origin age sex (including pregnancy sexual orientation and gender identity or expression) religion disability genetic information marital status veteran status or any other basis protected by local state or federal law.

Disability Accommodation

CAI Softwareendeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use the online application process and need an alternative method for applying please contact us at or send an e-mail with your specific accommodation request.

Work Authorization

Applicants must be authorized to work in the United States. CAI Software does not unlawfully discriminate on the basis of citizenship or immigration status in accordance with theImmigration Reform and Control Act of 1986 (IRCA).

Pay Transparency Nondiscrimination

CAI Softwarewill not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Required Experience:

Manager

Employment Type : Full-Time
Department / Functional Area: Sales
Experience: years
Vacancy: 1