Customer Success Manager

CAI Software, LLC

Customer Success Manager at CAI Software, managing enterprise accounts and driving customer satisfaction. Building strategic relationships to help customers achieve business objectives.

Posted 7/3/2026full-timeRemote • Utah • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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
Build and maintain strong, multi-threaded relationships with global stakeholders, providing strategic guidance to foster engagement, trust, and long-term value
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
Plan and deliver Executive Business Reviews (EBRs) to executive and operational leaders, highlighting results, insights, and growth opportunities
Drive Gross and Net Revenue Retention (GRR/NRR) through proactive renewal management and identification of expansion opportunities
Act as the voice of the customer internally, providing structured feedback to Product and Engineering
Monitor customer health metrics: post-onboarding adoption, satisfaction, contract status, NPS, and usage.
Prepare reports to identify risks, opportunities, and progress toward success metrics.
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.

Requirements

What you’ll need

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)
Fluency in English; Ability to navigate manufacturing or factory environments when visiting customer sites.

Benefits

Comp & perks

Equal Employment Opportunity employer
Disability Accommodation for applicants

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Success ManagementAccount ManagementAdoption StrategiesRetention StrategiesData AnalysisRisk IdentificationSuccess Metrics MonitoringOnboarding ProcessesStrategic PlanningMulti-Threaded Relationship Building

Soft Skills

Exceptional CommunicationCollaborationRelationship BuildingInfluencing SkillsTrust Building