Senior Customer Success Manager (Solutions)
Posted Updated
Description
- As a Sr. Customer Service Manager, you own a customer from first discovery through a live, adopted workflow, and then through expansion across the enterprise
- You work directly with the people who run the plant floor, procurement, quality, and engineering from operational management up to the C-suite deciding where AI fits in their business
- You work with the CADDi AI Data Platform and suite of workflow-specific products a configurable tool you capitalize on for each customer
- You are accountable for their success end-to-end: time-to-value, the deployment of the solutions we promised, and the measurable value they see enterprise-wide
- The role folds pre-sales, customer success, and data expertise into a single owner, working alongside an Account Executive on the commercial side and Forward Deployed Engineers who build the technical pieces beyond what you configure
- Meet with cross-functional teams across engineering, procurement, quality, and operations onsite as needed to learn how they work and where time and money are lost
- Advise customer leaders, from operational management to the C-suite, on where AI and a shared data foundation create the most value, and agree on what success means for their business
- Identify the data that matters (drawings, quotes, part records, supplier data) and model it into the platform, working with Forward Deployed Engineers where deeper integration is needed
- Partner with Sales before the deal closes to validate value with real customer data and show an early, concrete win
- Own the deployment plan from scoping to production, coordinating customer stakeholders across business units, IT, procurement, and compliance
- Define the semantic layer for the customer’s data, configure the data layer, and build the Explorer configuration and plugins the deployment needs, reusing existing configurations, plugins, and libraries wherever possible to move fast
- Deploy CADDi’s workflow products for each user group and shape deployments of CADDi Agent
- Orchestrate Forward Deployed Engineers on the technical gap between the standard platform and what the customer needs, such as data pipelines, custom integrations, and advanced analytics
- Define the success metrics and quality bar for each deployment, track them, and report progress to the customer and CADDi leadership
- Run training and adoption sessions, and step in to troubleshoot as issues come up before and after launch
- Build and deliver tailored demos for prospects and existing customers
- Design and quantify ROI, and present findings to audiences from shop-floor users to the executive team to drive decisions and action
- Identify expansion opportunities within accounts and work with the Account Executive to turn them into new business, including upsell, cross-sell, and global rollout
- Bring what you see in the field back to Product and Engineering so it shapes the roadmap, and return reusable configurations and learnings to the shared library so the next deployment is faster
- Scope engagements in new industries and locations
- These are real reasons our team members are passionate about this role:
- End-to-end ownership of customer outcomes with a clear line of sight to impact
- “Project Management × Product × Change Leadership” in one role
- Ability to shape product direction and influence CADDi’s roadmap
- Work directly with engineering, sales, and operations to make ideas real
- Deep exposure to both US and non-US business cultures
- Drive real transformation in how manufacturers operate
- See value “come to life” on the shop floor, not just on slides
- Be part of a fast-growing team where high performers grow rapidly
- Opportunity to leave your mark on the foundational CS function in the US
- Curiosity and ownership: you keep digging past the first answer, and you follow through on every one of several complex, visible projects at once
- Bias for speed: you would rather put something real in front of users this week than something perfect next quarter
- Comfort with ambiguity: you do your best work in messy, unstructured customer environments, and you know when to lead and when to support
- Analytical, structured thinker with a bias for action
- Curious, adaptable, and energized by solving real customer problems
- Thrives in ambiguous, fast-moving environments
- Comfortable working cross-functionally and leading without authority
- Natural relationship builder who earns trust quickly
- Strong communicator who can simplify complex ideas for different audiences
- Ability to break down messy problems into structured plans
- Willingness to work in-office 5 days a week and ability to travel up to 50% of the time
- Note: You do not need prior customer success experience
- Exposure to manufacturing, industrial operations, or SaaS environments
- Track record of managing projects, clients, or cross-functional initiatives
- Passion for driving change and continuous improvement
- Experience in consulting, strategy & operations, BizOps, project management, rotational leadership development programs, or customer success
- 8+ years in a customer-facing technical role (solutions consulting, implementation, forward-deployed engineering, analytics consulting, or similar), with a track record of owning complex deployments end-to-end and driving measurable adoption and expansion
- Strong written and verbal communication with both technical and non-technical audiences, from operational management up to the C-suite
- Bilingual Japanese/English is a MUST
- Working knowledge of Python, SQL, or similar tools for exploring data, and comfort reading API documentation and discussing system architecture with engineers, is a nice to have
- US Person status / ITAR eligibility is a plus
- Willingness to work from our Chicago office and travel [40–60%]
- Comfort structuring messy, multi-source data into clear models defining semantics and relationships is central to this role.CF
- Manufacturing, industrial, or supply chain experience is a plus