Sr. Customer Success Manager, Solutions

About CADDi CADDi is the Manufacturing AI Data Platform transforming a trillion-dollar global industry. By unifying fragmented engineering, procurement, production, and quality data, we empower enterprise manufacturers and their AI agents to make faster, smarter decisions every day. Founded in 2017 with dual headquarters in Chicago and Tokyo, CADDi serves manufacturing leaders across more than 20 countries. We recently announced a $114M Series D funding round at a $1.2B valuation, bringing total funding to $234M, backed by top-tier investors including Salesforce Ventures, Woven Capital, and Atomico. We are expanding our North American operations rapidly and building next-generation products like CADDi Explorer and CADDi Agent. If you are eager to solve hard data and engineering problems while scaling a fast-growing unicorn, we'd love to talk. The role 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. What you'll do Understand the customer 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 lostAdvise 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 businessIdentify 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 neededPartner with Sales before the deal closes to validate value with real customer data and show an early, concrete win Deploy and drive adoption Own the deployment plan from scoping to production, coordinating customer stakeholders across business units, IT, procurement, and complianceDefine 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 fastDeploy CADDi's workflow products for each user group and shape deployments of CADDi AgentOrchestrate Forward Deployed Engineers on the technical gap between the standard platform and what the customer needs, such as data pipelines, custom integrations, and advanced analyticsDefine the success metrics and quality bar for each deployment, track them, and report progress to the customer and CADDi leadershipRun training and adoption sessions, and step in to troubleshoot as issues come up before and after launchBuild and deliver tailored demos for prospects and existing customers Grow the account and the product Design and quantify ROI, and present findings to audiences from shop-floor users to the executive team to drive decisions and actionIdentify expansion opportunities within accounts and work with the Account Executive to turn them into new business, including upsell, cross-sell, and global rolloutBring 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 fasterScope engagements in new industries and locations What we value Curiosity and ownership: you keep digging past the first answer, and you follow through on every one of several complex, visible projects at onceComfort with ambiguity: you do your best work in messy, unstructured customer environments, and you know when to lead and when to supportBias for speed: you would rather put something real in front of users this week than something perfect next quarter Requirements Who You Are Analytical, structured thinker with a bias for actionNatural relationship builder who earns trust quicklyComfortable working cross-functionally and leading without authorityThrives in ambiguous, fast-moving environmentsStrong communicator who can simplify complex ideas for different audiencesCurious, adaptable, and energized by solving real customer problems Real Indicators You Might Be a Fit Experience in consulting, strategy & operations, BizOps, project management, rotational leadership development programs, or customer successNote: You do not need prior customer success experienceTrack record of managing projects, clients, or cross-functional initiativesExposure to manufacturing, industrial operations, or SaaS environmentsAbility to break down messy problems into structured plansPassion for driving change and continuous improvementWillingness to work in-office 5 days a week and ability to travel up to 50% of the time Why Join CADDi's Customer Success Team? 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 roleAbility to shape product direction and influence CADDi's roadmapWork directly with engineering, sales, and operations to make ideas realDeep exposure to both US and non-US business culturesDrive real transformation in how manufacturers operateSee value "come to life" on the shop floor, not just on slidesBe part of a fast-growing team where high performers grow rapidlyOpportunity to leave your mark on the foundational CS function in the US What we're looking for 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 expansionStrong written and verbal communication with both technical and non-technical audiences, from operational management up to the C-suiteComfort structuring messy, multi-source data into clear models defining semantics and relationships is central to this role.CFWorking 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 haveManufacturing, industrial, or supply chain experience is a plusWillingness to work from our Chicago office and travel [40-60%]Bilingual Japanese/English is a MUSTUS Person status / ITAR eligibility is a plus Benefits At CADDi, we're committed to creating a work environment that fosters your well-being and professional development. Here are some of the benefits you'll enjoy as part of our team: Compensation: OTE: $100-$170kComprehensive Health Benefits: We provide 100% company-covered employee comprehensive health insurance, including medical (UnitedHealth), dental (Principal), and vision (VSP) to keep you and your family healthyOwnership & Rewards: Be a part of our success story with a competitive stock options planFinancial Security: Start saving for your future with our 401k plan, featuring a generous 4% company match starting on day oneGenerous Time Off: Maintain a healthy work-life balance with 15 days of paid time off, five dedicated sick days, and ten company holidays to celebrate throughout the yearThriving Culture: We foster a vibrant work environment with delicious company lunches, engaging events, and healthy drinks and snacks to keep you fueled. Celebrate your achievements with us at quarterly events and holiday gatheringsLearning & Development: We invest in your growth by providing opportunities to join professional organizations, attend industry conferences, and participate in various learning initiativesFinancial Incentives: Benefit from commuter and parking benefits to simplify your daily commute. We also offer referral bonuses to help you spread the word about exciting opportunities at CADDi 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.