Vice President of Customer Success

CADDi US Management Inc. seeks a Vice President of Customer Success in Chicago, IL.

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. Along with:

• 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.