Senior Customer Success Manager (Solutions)

Join CADDi, a fast-growing AI startup revolutionizing the manufacturing industry. As a Senior Customer Success Manager, you will own the customer journey from discovery to expansion, working directly with key stakeholders and driving measurable value. You will have the opportunity to shape product direction, influence CADDi's roadmap, and drive real transformation in how manufacturers operate.

• Assumer la responsabilité de la réussite du client de la découverte initiale à l'adoption et à l'expansion des solutions.
• Travailler en étroite collaboration avec les équipes interfonctionnelles pour comprendre les opérations du client et identifier les opportunités d'amélioration.
• Définir les métriques de succès et la barre de qualité pour chaque déploiement, suivre et rapporter les progrès au client et à la direction.

• 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
• Manufacturing, industrial, or supply chain experience is a plus