Vice President of Customer Success

About the role

This person will lead the Customer Success function for CADDi's U.S. operations, managing strategy, operations, and team execution to ensure clients achieve measurable value from the company's SaaS platform.

Responsibilities

• Own customer success KPIs including adoption, net revenue retention, churn reduction, and expansion metrics
• Design and implement customer onboarding programs, value realization frameworks, and governance models to accelerate client time-to-value and ensure long-term account growth
• Establish and oversee executive business reviews, customer health monitoring systems, and performance dashboards leveraging CRM and business intelligence tools
• Direct and supervise the Customer Success team, including recruitment, training, and professional development of managers and specialists
• Define performance standards and implement best practices in client engagement, issue resolution, and strategic account planning
• Provide coaching and leadership to drive operational excellence and a customer-first culture
• Collaborate with Sales, Product, Finance, and Operations leadership to align on customer strategies, feedback loops, and growth initiatives
• Act as the executive sponsor for key enterprise accounts, maintaining C-suite relationships with client organizations and serving as a trusted advisor on digital transformation initiatives in manufacturing
• Contribute to company growth through development of customer success playbooks, knowledge assets, and scalable processes
• Partner with the CEO and CFO on defining U.S. leadership standards, operating culture, and expansion strategy

Requirements

• A Master's degree in Business Administration (or related field) plus three (3) years of experience in a management strategy, business operations, or customer success-related occupation
• Experience leading strategic discussions and business reviews with client organizations, interpreting customer management priorities, and driving measurable business outcomes
• Experience managing and developing cross-functional teams
• Experience leading the design and execution of growth initiatives, operational transformation programs, and organizational design or scaling efforts
• Experience conducting financial and economic analyses, including portfolio reviews, capability assessments, long-range planning, and strategic decision analysis
• Experience leading business development or account growth initiatives
• Experience managing projects and mentoring or supervising professional staff
• Experience leading recruitment strategy, employee training, and institutional knowledge management programs

Benefits

• Salary: $200,000 - $250,000 annually
• Equity: Competitive stock option package
• Health & Wellness: 100% company-paid comprehensive health insurance (medical, dental, vision)
• Retail: 401(k) retirement plan with company match
• Time Off: Substantial Paid Time Off (PTO) and company holidays
• Commuter Benefits: Company-sponsored commuter and parking benefits

Pay

Salary: $200,000 - $250,000 annually

Schedule

Not specified