Head of Customer Success (US)

CADDi is a global supply chain company on a mission to "unleash the potential of manufacturing". The company strives to transform the manufacturing industry through its primary offering "CADDi Manufacturing", a one-stop service for procurement and manufacturing that utilizes original technologies to optimize quality, cost, and delivery within its supply chain infrastructure. In mid-2022, CADDi launched "CADDi Drawer," a cloud-based data utilization system to further digital transformation in the manufacturing industry.

https://techcrunch.com/2023/07/05/caddi-raises-89m-series-c-to-scale-its-b2b-supply-chain-marketplace-for-manufacturing-parts/

Requirements

Job Description:

We are seeking a dynamic and results-driven Head of Customer Success to lead our customer success efforts and help drive our business growth to new heights in our fast growing startup. You will work closely with the global CEO and global executive team in defining and executing strategies to ensure that our customers derive maximum value from our products, achieve their desired outcomes, and remain satisfied with our services. If you're a strategic thinker with a passion for customer success and are excited to be part of a growing startup, we want you on our team.

Key Responsibilities:

1. Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth transition and understanding of our manufacturing solutions. Collaborate with cross-functional teams to provide training and resources to customers

2. Account Management: Build and maintain strong, long-lasting relationships with key customer accounts. Understand customers' unique needs and challenges, and work to align our solutions with their goal.

3. Customer Engagement: Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement. Organize regular check-ins and reviews to assess customer satisfaction and product performance.

4. Product Knowledge: Develop an in-depth understanding of our manufacturing products and services. Stay updated on industry trends and best practices to provide valuable insights to customers.

5. Renewals and Upselling: Manage customer renewals and proactively identify opportunities for upselling or cross-selling our manufacturing and drawer solutions.

6. Partnerships and Alliances: Identify strategic partnerships and alliances that can enhance our market presence and customer acquisition efforts.

7. Reporting and Documentation: Maintain detailed records of customer interactions and feedback. Provide regular reports and updates to leadership on customer success efforts and outcomes.

Ideal Candidate:

With these responsibilities in mind, our "Ideal Candidate" should possess the following attributes:

• A proven experience in customer success, account management, or a related role , preferably within the SaaS industry.
• Strong business acumen with the ability to make strategic decisions that drive growth and profitability.

• Possess a strong background in SaaS business, CRM/MA/peripheral tools, and best practices.
• Data driven mindset with proficiency in using customer success tools and analytics.
• Strong communication skills and negotiation skills with ability to work effectively with all levels of staff in a collaborative team environment.
• A keen intellect, capable of advanced analytical and critical thinking, able to solve problems, and drive complex decision making.
• Person who is willing to get his/her hands dirty, take ownership to deliver results, do whatever it takes no matter how strategic or operational that work is
• In-depth knowledge of sales strategies, marketing, and customer success.

As the Head of Customer Success you will be responsible for building and leading a customer success team, developing strategies to maximize customer satisfaction and retention, and fostering strong relationships with our customers. If you're passionate about customer success and ready to make a significant impact on our startup's growth, we invite you to join us and lead our customer success efforts to new heights.

How to Apply:

Interested candidates should submit their resume, along with a cover letter outlining their relevant experience and vision for CADDi.

CADDi is an equal opportunity employer and values diversity in our workforce.

Benefits

• Health Insurance
• 401k
• Stock Options
• Parental Leave
• Annual Leave
• Referral Bonuses