Customer Success Manager

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.

About the Role

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.

What You'll Do

Customer Portfolio Management:

• Own and manage a portfolio of 25-40 enterprise customers, ensuring adoption, retention, and expansion.
• 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.
• Develop and execute success plans to drive adoption and value realization, proactively addressing customer challenges across global markets.

Executive Business Reviews (EBRs)

• Plan and deliver EBRs to executive and operational leaders, highlighting results, insights, and growth opportunities.

Renewals and Growth

• 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.

Customer Advocacy and Feedback

• Act as the voice of the customer internally, providing structured feedback to Product and Engineering (feature requests, functionality, trends, etc.).
• 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.

Internal and External Collaboration

• 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.

Governance and Compliance

• 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.

What We're Looking For

• Bachelor's degree or equivalent experience.
• 3+ 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 English;
• Ability to navigate manufacturing or factory environments when visiting customer sites.

Why Join Us
You'll have the opportunity to drive some of the most critical transformation initiatives in our company's history. This is a highly visible role working directly with senior leadership to shape the future operating model of CAI. You'll bring clarity, discipline, and execution focus to complex cross-functional programs while gaining exposure across every function of the business.