Customer Success Manager 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. 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. 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. Customer Portfolio Management: 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. Plan and deliver EBRs to executive and operational leaders, highlighting results, insights, and growth opportunities. 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. 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. 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. 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. Bachelor’s degree or equivalent experience. ~6+ 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 speaking and writing in a multi-language environment preferred ~ Ability to navigate manufacturing or factory environments when visiting customer sites. You’ll have the opportunity to drive some of the most critical transformation initiatives in our company’s history. 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 talent.com or send an e-mail with your specific accommodation request. 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) . 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.
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