Director of Customer Success

Job Description

Job Description

About the Role

CADDi is on a mission to transform how manufacturers work, and Customer Success is the engine that drives value realization and growth at scale. As the Director of Customer Success , you will own the vision, strategy, and execution of our entire post-sales function in the US. You will act as an Organizational Leader, Strategic Architect, and People Manager, partnering directly with US and Japan HQ executive leadership to design a world-class, scalable organization.

If you are a proven leader who thrives in complex, high-growth, and ambiguous environments, this is an unparalleled opportunity to shape the future of a global manufacturing technology platform.

What You Will Do

• Lead Team and Organizational Outcomes: Own the CS department's strategy and OKRs. Mentor, coach, and develop a high-performing team of Customer Success Managers (CSMs).
• Drive Scalable Value and Expansion: Define the global customer journey and adoption strategy. Partner with Sales Leadership to identify and execute cross-sell/upsell opportunities and analyze macro trends in customer health.
• Elevate Customer Advocacy: Establish frameworks for high-impact customer storytelling and case studies. Create programs that position CADDi and our customers as industry leaders.
• Influence Product and Global Strategy: Serve as the executive Voice of the Customer (VOC) to Product and Engineering. Design foundational CS playbooks and processes to sustain hyper-growth in collaboration with Japan HQ.
• Strategic Relationship Management: Lead success for CADDi’s most strategic accounts, strengthening relationships with C-level executives and overseeing transformation roadmaps.

Requirements

Who You Are

• Experience: 8+ years of experience in leadership roles within Customer Success, Management Consulting, Strategy & Operations, or General Management.
• Scale: A proven track record of scaling post-sales or services organizations, optimizing NRR targets, and defining departmental metrics.
• Industry Knowledge: Deep exposure to global manufacturing, complex industrial operations, or enterprise B2B SaaS environments is highly preferred.
• Strategic Mindset: An exceptional thinker who can design multi-year organizational plans and translate them into actionable, short-term initiatives.
• Communication: A compelling communicator able to simplify complex operational challenges for C-level audiences.

Position Requirements

• Work Environment: Ability to work in-office 5 days a week in our Chicago, IL office.
• Travel: Ability to travel up to 50% of the time to visit customer sites and global offices.
• Authorization: Must be authorized to work in the United States.

Benefits

• On-Target Earnings (OTE): $200,000 – $210,000 (Base Salary + Performance Bonus).

• Equity: Competitive Director-level stock option package.
• Health & Wellness: 100% company-paid comprehensive health insurance (medical, dental, vision).
• Retirement: 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.

Equal Employment Opportunity Statement

CADDi is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. We are committed to building a team that reflects the communities we serve.

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.