Customer Success Specialist

At CADDi, we're looking for a skilled Customer Success Specialist to join our team and play a critical role in supporting our Customer Success team by optimizing processes, managing data, and providing actionable insights that ensure client satisfaction, retention, and growth. This position requires a strong analytical mindset, excellent communication skills, and a passion for improving customer experiences. The ideal candidate will have experience in a B2B SaaS environment and a proven track record of driving operational efficiency.

What your days will look like:

• Process Optimization: Develop, implement, and refine processes to enhance the efficiency and effectiveness of the Customer Success team. Identify bottlenecks and areas for improvement, and recommend solutions.
• Data Management: Ensure the integrity and accuracy of customer data in our CRM and other systems. Regularly audit data for completeness and consistency.
• Reporting and Analytics: Create and maintain dashboards, reports, and metrics to provide insights into customer health, usage patterns, and success metrics. Use data to identify trends and recommend actionable strategies.
• Customer Health Monitoring: Develop and maintain a customer health score model to proactively identify at-risk customers and opportunities for upsell or cross-sell. Collaborate with Customer Success Managers to take appropriate actions.
• Onboarding Support: Assist in the development and execution of customer onboarding processes to ensure a seamless and positive experience for new customers.
• Tool Management: Administer and optimize tools and platforms used by the Customer Success team. Provide training and support to team members on these tools.
• Cross-Functional Collaboration: Work closely with Sales, Product, and Marketing teams to ensure alignment and share customer insights. Participate in cross-functional projects to drive customer success initiatives.
• Documentation: Create and maintain comprehensive documentation of processes, best practices, and customer success strategies.

What you will get in return:

• Competitive CSM salary in the Chicago market with company-paid healthcare benefits, 401k matching, generous time off, and work/life balance.
• In-depth experience in various aspects of customer success, from onboarding to account management in a tech start-up environment here in Chicago.
• Opportunity to contribute to developing and implementing a winning customer success strategy as a foundational member where you will put your stamp on the foundation of Customer Success at CADDi moving forward in the US.
• Exposure to cross-functional collaboration and leaders within a growing startup environment where your voice will be heard.
• The chance to directly impact customer satisfaction, retention, and business growth, helping multiple manufacturing businesses succeed and grow in the US.

Requirements

What will a successful CSM bring to the table:

• Experience with SQL or other database querying languages (e.g. Python).
• 3+ years of experience in a customer success operations or similar role in a B2B SaaS environment.
• Strong analytical skills with the ability to interpret complex data and provide actionable insights.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight).
• Advanced skills in Excel and experience with data visualization tools (e.g., Tableau, Power BI).
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Detail-oriented with strong organizational and time management skills.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

What would have us dialing your number immediately:

• Fluency in Japanese
• Experience working in a start-up tech environment
• Experience in a manufacturing SaaS or manufacturing technology environment

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.

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:

• Comprehensive 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 healthy.
• Ownership & Rewards: Be a part of our success story with a competitive stock options plan.
• Financial Security: Start saving for your future with our 401k plan, featuring a generous 4% company match starting on day one.
• Generous 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 year.
• Thriving 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 gatherings.
• Learning & Development: We invest in your growth by providing opportunities to join professional organizations, attend industry conferences, and participate in various learning initiatives.
• Financial 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.