CAI Software, LLC
Customer Success Manager
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Customer Success Manager
Customer Success Manager – Process Manufacturing
Location: Global (headquarters based in visibility preferred) Employment Type: Full-Time
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, improving visibility, compliance, and decision-making in real industrial environments.
With 45+ years of experience and presença 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 strategic insight, long-term thinking, and enduring impact.
CAI’s Business Units & Industry Focus
CAI is structured into three key business units:
- Graphic Communications
- Process Manufacturing (This role falls under this unit)
- Discrete Manufacturing
The Process Manufacturing business unit serveises ERP and operational software for manufacturers that transform raw materials into finished goods through formulas, recipes, or batch-driven processes. Our customers span industries including:
- Food and beverage
- Bottling
- Pharmaceuticals
- Nutraceuticals
- Chemicals
- Paint & coatings
- Paper & tile
- Supply chain logistics
About the Role
As a Customer Success Manager, you’ll ensure customers harness the full value of our software solutions while fostering strategic growth for both our customers and CAI. You’ll act as a trusted partner to enterprise clients, driving adoption, satisfaction, retention, and expansion across global accounts.
Key goals include:
- Building long-term, high-impact relationships
- Providing strategic guidance on leveraging our platforms to achieve business outcomes
- Cultivating customer advocacy through measurable success and ROI demonstrations
What You’ll Do
Customer Portfolio Management
- Own and manage a portfolio of 25–40 enterprise customers, ensuring Adoption (A), Retention (R), and Expansion (X).
- Serve as a Customer Strategy Partner—help customers execute business objectives using our work execution platform.
- Monitor Customer Health Score (CHS) and proactively intervene to mitigate risk while identifying growth opportunities.
Customer Relationship & Stakeholder Engagement
- Build strong, multi-threaded relationships with executives, operations teams, and global stakeholders.
- Deliver Executive Business Reviews (EBRs) highlighting key performance indicators (KPIs), ROI trends, and actionable insights.
- Champion the voice of the customer across CAI—translate customer challenges into product roadmap priorities and implementation strategies.
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Success & Adoption Strategy
- Collaborate with Implementation & Delivery teams to facilitate smooth onboarding, knowledge transfer, and transition planning.
- Develop and execute measurable success plans with defined ‘milestones’ to ensure value realization.
- Remove obstacles affecting user adoption—align teams across managers, end-users, and IT.
Revenue & Growth
- Drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through:
- Proactive renewal management.
- Identification of upsell/cross-sell opportunities that align with customers’ business transformation goals.
- Partner with Sales to position solutions that deliver operational improvements while expanding contract value.
Customer Advocacy & Reputation
- Act as the customer voice in Product/Engineering—share insights on:
- Prioritised feature requests
- Functionality gaps
- Industry-specific painpoints
- Support reference programs and case studies to showcase satisfied customer experiences.
Data-Driven Decision Making
- Track and report on KPIs, including:
- Post-onboarding adoption rates
- Customer Satisfaction (via Net Promoter Score - NPS)
- Contract/subscription status
- User engagement & system usage trends
- Use data to identify risks, opportunities, and areas for targeted support.
Internal & External Collaboration
- Partner with Cross-Functional teams (Sales, Product, Support, Engineering) to align on critical customer priorities.
- Represent CAI at customer meetings, workshops, and industry events.
Compliance & Governance
- Adhere to company policies, industry regulations, and data protection standards.
- Ensure workplace compliance across all centrally dependent activities.
Travel & Flexibility
- Commitment to domestic and international travel (CAI will support in-country operations—facilitating travel compliance).
- Ability to manage hybrid behaviours—integrate virtual account management with in-person site visits.
What We’re Looking For
Essential Experience & Skills
- Bachelor’s degree in Business, Computer Science, Engineering, or relevant business experience without a degree.
- 3+ years of professional experience in:
- Customer Success / Customer Advocacy
- Account Management (preferably with B2B enterprise clients)
- Proven ability to manage large, global customer portfolios (multiple regions/time zones).
- Skilled communication—eloquence in both written and verbal forms, with the ability to engage executives, non-technical users, and technical teams.
- Familiarity with manufacturing/industrial environments will be positively viewed—selective plant tours may be required pre-employment.
- Technical expertise leveraged through experience in industrial software, ERP adoption, or digital transformation solutions.
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Proficient Technologies & Tools
- CRM systems (HubSpot, Salesforce, or similar).
- Scholarly understanding of SaaSbusiness metrics (e.g., Customer Lifetime Value (CLV), Adoption Rate).
- Comfort in cross-regional digital collaboration (Zoom, MS Teams, Confluence, etc.).
Language & Location
- Fluency in English is a must-have.
- Global account management requires capacity for flexible scheduling across time zones.
- Fluid meticulous teamwork across distributed stakeholders.
Why Join CAI?
- Join a mission-critical role investing in next decade’s CAI operational pivots.
- Work alongside senior leadership to reshape CAI’s future platform strategy.
- Opportunities to influence industrial transformation and cross-industry benchmarks.
- Strong constructive guiding leadership focused on discipline, execution, and clear outcomes.
- Cross-functional insights covering Product Development, Engineering, and Roles from Front-Line Employees to Cognitive Powers of Execution.
CAI’s Commitment to Equity
Equal Employment Opportunity Policy: CAI doesn’t discriminate based on race, colour, national origin, age, gender (including sexual orientation and gender identity), religion, disability, veteran status, or any other status protected by law. Diversity and inclusion are integral to our growth.
Accommodation for Applicants: We enable accessibility for applicant accommodations. If you need a reasonable alternative due to a disability or limitation under federal/state guidelines, please contact us at: e-mail.
Work Authorization: Only applicants authorized to work in the United States will be considered.
Pay Transparency Commitment: CAI supports pay transparency; inquiries regarding compensation are encouraged.
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