Sr. Customer Success Manager, Solutions

CADDi • Chicago, IL

1d • Onsite

About The Position

CADDi is hiring a Senior Customer Success Manager to own customer outcomes from initial discovery through deployment, adoption, and enterprise expansion. The role works with manufacturing customers across engineering, procurement, quality, operations, IT, and executive leadership to identify valuable AI use cases, establish success measures, and turn fragmented business data into practical workflows using the CADDi AI Data Platform and its workflow products.

The position combines pre-sales, customer success, and data expertise. It partners with Account Executives on commercial opportunities and coordinates Forward Deployed Engineers on technical needs beyond standard configuration. The manager owns deployment planning, data modeling and configuration, training, adoption, value measurement, and account growth, while sharing customer insights and reusable solutions with Product and Engineering.

The role is based in CADDi’s Chicago office and requires working in-office five days a week, with travel described as 40–60% (also stated as up to 50%). Japanese and English bilingual fluency is required.

Requirements

• At least 8 years of experience in a customer-facing technical role, such as solutions consulting, implementation, forward-deployed engineering, analytics consulting, or a similar field.
• Track record of owning complex deployments end-to-end and driving measurable adoption and expansion.
• Strong written and verbal communication skills with technical and non-technical audiences, from operational management through the C-suite.
• Ability to structure messy, multi-source data into clear models, defining semantics and relationships.
• Bilingual Japanese and English; this is a must.
• Willingness to work from the Chicago office five days a week.
• Willingness to travel; the description states 40–60% and also up to 50%.
• Analytical, structured thinking and a bias for action.
• Ability to build relationships and earn trust quickly.
• Comfort working cross-functionally and leading without authority.
• Ability to thrive in ambiguous, fast-moving environments and manage multiple complex projects.
• Strong communication skills and the ability to simplify complex ideas for different audiences.
• Curiosity, adaptability, and interest in solving customer problems.
• Ability to break down ambiguous problems into structured plans and a passion for driving change and continuous improvement.

Nice To Haves

• Working knowledge of Python, SQL, or similar tools for exploring data.
• Comfort reading API documentation and discussing system architecture with engineers.
• Manufacturing, industrial, or supply chain experience.
• US Person status or ITAR eligibility.
• Experience in consulting, strategy and operations, BizOps, project management, rotational leadership development programs, or customer success.
• Exposure to manufacturing, industrial operations, or SaaS environments.

Responsibilities

• Meet onsite as needed with cross-functional customer teams in engineering, procurement, quality, and operations to understand their work and identify lost time and money.
• Advise customer leaders, from operational management to the C-suite, on where AI and a shared data foundation can create value, and agree on business success measures.
• Identify relevant customer data, including drawings, quotes, part records, and supplier data, and model it in the platform, working with Forward Deployed Engineers when deeper integration is required.
• Partner with Sales before deals close to validate value using real customer data and demonstrate an early concrete win.
• Own deployment plans from scoping through production, coordinating stakeholders across business units, IT, procurement, and compliance.
• Define the customer data semantic layer, configure the data layer, and build Explorer configurations and plugins, reusing existing assets where possible.
• Deploy CADDi workflow products for user groups and help shape deployments of CADDi Agent.
• Coordinate Forward Deployed Engineers on technical gaps such as data pipelines, custom integrations, and advanced analytics.
• Define deployment success metrics and quality standards, track results, and report progress to customers and CADDi leadership.
• Run training and adoption sessions and troubleshoot issues before and after launch.
• Build and deliver tailored demonstrations for prospects and existing customers.
• Design and quantify ROI, and present findings to audiences from shop-floor users to executives to drive decisions and action.
• Identify account expansion opportunities and work with Account Executives on upsell, cross-sell, and global rollout.
• Share field insights with Product and Engineering to inform the roadmap, and contribute reusable configurations and learnings to the shared library.
• Scope engagements in new industries and locations.

Benefits

• 100% company-covered employee medical, dental, and vision insurance.
• Competitive stock options plan.
• 401(k) plan with a 4% company match starting on day one.
• 15 days of paid time off, five dedicated sick days, and ten company holidays.
• Company lunches, events, and healthy drinks and snacks.
• Quarterly events and holiday gatherings.
• Opportunities to join professional organizations, attend industry conferences, and participate in learning initiatives.
• Commuter and parking benefits.
• Referral bonuses.

What This Job Offers

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