Vice President of Customer Success

Job Description

Job Description

CADDi US Management Inc. seeks a Vice President of Customer Success in Chicago, IL. 

This person will lead the Customer Success function for CADDi’s U.S. operations, managing strategy, operations, and team execution to ensure clients achieve measurable value from the company’s SaaS platform. Along with:

• Own customer success KPIs including adoption, net revenue retention, churn reduction, and expansion metrics.
• Design and implement customer onboarding programs, value realization frameworks, and governance models to accelerate client time-to-value and ensure long-term account growth.
• Establish and oversee executive business reviews, customer health monitoring systems, and performance dashboards leveraging CRM and business intelligence tools.
• Direct and supervise the Customer Success team, including recruitment, training, and professional development of managers and specialists.
• Define performance standards and implement best practices in client engagement, issue resolution, and strategic account planning.
• Provide coaching and leadership to drive operational excellence and a customer-first culture. Collaborate with Sales, Product, Finance, and Operations leadership to align on customer strategies, feedback loops, and growth initiatives.
• Act as the executive sponsor for key enterprise accounts, maintaining C-suite relationships with client organizations and serving as a trusted advisor on digital transformation initiatives in manufacturing.
• Contribute to company growth through development of customer success playbooks, knowledge assets, and scalable processes.
• Partner with the CEO and CFO on defining U.S. leadership standards, operating culture, and expansion strategy.

Requirements

The position requires a Master’s degree in Business Administration (willing to accept foreign education equivalent), or related field plus three (3) years of experience in in a management strategy, business operations, or customer success–related occupation. Position requires any amount of experience in ALL of the following:

• Experience leading strategic discussions and business reviews with client organizations, interpreting customer management priorities, and driving measurable business outcomes.
• Experience managing and developing cross-functional teams
• Experience leading the design and execution of growth initiatives, operational transformation programs, and organizational design or scaling efforts.
• Experience conducting financial and economic analyses, including portfolio reviews, capability assessments, long-range planning, and strategic decision analysis.
• Experience leading business development or account growth initiatives,
• Experience managing projects and mentoring or supervising professional staff.
• Experience leading recruitment strategy, employee training, and institutional knowledge management programs.

Benefits

• Salary: $200,000 – $250,000 annually

• Equity: Competitive 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.

Equal Employment Opportunity Statement

CADDi is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. We are committed to building a team that reflects the communities we serve.

We are a diverse and inclusive workplace that values your unique talents and perspectives. We are committed to building a team that reflects the communities we serve.

Ready to join a passionate team and make a real difference in the future of Manufacturing in the US? Apply today, and let’s talk.