Customer Success Manager

Job Description

Job Description

Customer Success Manager

Great people. Greater business impact.

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.

What You’ll Do

Customer Portfolio Management:

• 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.

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 We’re Looking For

• 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.

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

Equal Employment Opportunity

CAI Software is 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 Software endeavors 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 View email address on us.fitly.work 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 the Immigration Reform and Control Act of 1986 (IRCA) .

Pay Transparency Nondiscrimination

CAI Software will 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 contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).