Director of Customer Success

CADDi • Chicago, IL

1d • $170,000 - $200,000 • Onsite

About The Position

About the Role CADDi is on a mission to transform how manufacturers work, and Customer Success is the engine that drives value realization and growth at scale. As the Director of Customer Success , you will own the vision, strategy, and execution of our entire post-sales function in the US. You will act as an Organizational Leader, Strategic Architect, and People Manager, partnering directly with US and Japan HQ executive leadership to design a world-class, scalable organization. If you are a proven leader who thrives in complex, high-growth, and ambiguous environments, this is an unparalleled opportunity to shape the future of a global manufacturing technology platform. What You Will Do Lead Team and Organizational Outcomes: Own the CS department's strategy and OKRs. Mentor, coach, and develop a high-performing team of Customer Success Managers (CSMs). Drive Scalable Value and Expansion: Define the global customer journey and adoption strategy. Partner with Sales Leadership to identify and execute cross-sell/upsell opportunities and analyze macro trends in customer health. Elevate Customer Advocacy: Establish frameworks for high-impact customer storytelling and case studies. Create programs that position CADDi and our customers as industry leaders. Influence Product and Global Strategy: Serve as the executive Voice of the Customer (VOC) to Product and Engineering. Design foundational CS playbooks and processes to sustain hyper-growth in collaboration with Japan HQ. Strategic Relationship Management: Lead success for CADDi’s most strategic accounts, strengthening relationships with C-level executives and overseeing transformation roadmaps.

Requirements

• Experience: 8+ years of experience in leadership roles within Customer Success, Management Consulting, Strategy & Operations, or General Management.
• Scale: A proven track record of scaling post-sales or services organizations, optimizing NRR targets, and defining departmental metrics.
• Industry Knowledge: Deep exposure to global manufacturing, complex industrial operations, or enterprise B2B SaaS environments is highly preferred.
• Strategic Mindset: An exceptional thinker who can design multi-year organizational plans and translate them into actionable, short-term initiatives.
• Communication: A compelling communicator able to simplify complex operational challenges for C-level audiences.
• Work Environment: Ability to work in-office 5 days a week in our Chicago, IL office.
• Travel: Ability to travel up to 50% of the time to visit customer sites and global offices.
• Authorization: Must be authorized to work in the United States.

Nice To Haves

• Industry Knowledge: Deep exposure to global manufacturing, complex industrial operations, or enterprise B2B SaaS environments is highly preferred.

Responsibilities

• Lead Team and Organizational Outcomes: Own the CS department's strategy and OKRs.
• Mentor, coach, and develop a high-performing team of Customer Success Managers (CSMs).
• Drive Scalable Value and Expansion: Define the global customer journey and adoption strategy.
• Partner with Sales Leadership to identify and execute cross-sell/upsell opportunities and analyze macro trends in customer health.
• Elevate Customer Advocacy: Establish frameworks for high-impact customer storytelling and case studies.
• Create programs that position CADDi and our customers as industry leaders.
• Influence Product and Global Strategy: Serve as the executive Voice of the Customer (VOC) to Product and Engineering.
• Design foundational CS playbooks and processes to sustain hyper-growth in collaboration with Japan HQ.
• Strategic Relationship Management: Lead success for CADDi’s most strategic accounts, strengthening relationships with C-level executives and overseeing transformation roadmaps.

Benefits

• On-Target Earnings (OTE): $170,000 – $200,000+ (Base Salary + Performance Bonus).
• Equity: Competitive Director-level stock option package.
• Health & Wellness: 100% company-paid comprehensive health insurance (medical, dental, vision).
• Retirement: 401(k) retirement plan with company match.
• Time Off: Substantial Paid Time Off (PTO) and company holidays.
• Commuter Benefits: Company-sponsored commuter and parking benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed