Customer Success Manager

CAI World-Wide

2d•Hybrid

About The Position

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 5,000+ 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 logistics—supporting 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.

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.

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 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.
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.