Vice President of Customer Success

Join CADDi US Management Inc. as the Vice President of Customer Success in Chicago, IL. In this role, you 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. You will own customer success KPIs, design and implement onboarding programs, oversee executive business reviews, and direct the Customer Success team. You will also act as the executive sponsor for key enterprise accounts and contribute to company growth through the development of customer success playbooks and scalable processes.

• 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.
• Own customer success KPIs including adoption, net revenue retention, churn reduction, and expansion metrics, and design and implement customer onboarding programs.
• Direct and supervise the Customer Success team, including recruitment, training, and professional development of managers and specialists, and define performance standards.
• The position requires a Master’s degree in Business Administration (willing to accept foreign education equivalent), or related field plus three (3) years of experience in in a management strategy, business operations, or customer success–related occupation. Position requires any amount of experience in ALL of the following:
• Experience leading strategic discussions and business reviews with client organizations, interpreting customer management priorities, and driving measurable business outcomes
• Experience conducting financial and economic analyses, including portfolio reviews, capability assessments, long-range planning, and strategic decision analysis
• Experience leading business development or account growth initiatives,
• Experience managing and developing cross-functional teams
• Experience leading recruitment strategy, employee training, and institutional knowledge management programs
• Experience managing projects and mentoring or supervising professional staff
• Experience leading the design and execution of growth initiatives, operational transformation programs, and organizational design or scaling efforts