Customer Success Manager

Cableteque is a venture-backed software company building the operating system for wire harness manufacturing. We use AI and domain-specific software to automate engineering, supply chain, and estimating for an industry that modern software vendors have ignored for decades. Our founder ran a wire harness manufacturer for 35 years before selling to a Fortune 500 and pulled together 50 industry and software experts to back him.

This isn't a standard CSM role. Most CS roles are account management with a success label — this one blends implementation and ongoing success: you'll own training, adoption, and the account relationship from kickoff through steady state.

• You own the human side of implementation. A Customer Enablement Engineer handles all technical setup and configuration before you ever walk into a training session — your energy goes entirely to training, adoption, and trust.
• You're measured on behavior change, not activity. A customer who finishes every training session and goes back to Excel is a failed implementation. Adoption is the bar.
• You're joining an early team. We're still shaping how Customer Success works here, and you'll have real input on the processes and functions we build as we scale — not just executing against something already decided.
• Our customers are 20-year industry veterans — estimators and shop floor supervisors who didn't ask for new software. Earning their trust is the job; everything else is downstream of that.

• Own end-to-end customer implementations — kickoff, hands‑on working sessions, benchmarking against the customer's existing quotes, and the transition to independent live quoting.
• Maintain a strong relationship with each account’s champion, and keep ongoing strategic alignment on what success actually looks like for their team.
• Work with the Support and Enablement teams to drive a customer’s implementation forward — keeping momentum and resolving blockers as they come up.
• Recognize and act on renewal and expansion signals — new facilities, new service lines — and own the next step with your manager's support.
• Partner with Product to represent the voice of the customer and log the issues customers surface along the way.

• 2–5 years in customer success, implementations, or account management — ideally with a technical or industrial/manufacturing SaaS product.
• Experience managing enterprise‑level accounts — multiple stakeholders, longer implementation cycles, executive sponsors — and comfortable navigating that complexity.
• Comfortable running hands‑on training with technical, non‑software‑native users, and confident driving a room without over‑relying on process.
• A strong documentation habit — comfortable writing up raw field notes, not just polished summaries.
• Curious about using AI to drive automation in your own workflow — we run on Claude internally, and expect you to use it to work smarter as your portfolio grows, not just sell the value of automation to customers.
• Self‑directed and comfortable making judgment calls in a fast‑moving, still‑forming environment.
• Chicago area preferred for hybrid collaboration, but open to remote for the right candidate.

• Background in wire harness manufacturing, electrical assembly, or a related industrial trade.
• Experience helping shape or improve a CS process or onboarding motion from the ground up.

• No account has gone more than 7 days without a documented CSM interaction.
• 2–3 implementations completed end-to-end, with customers quoting independently in Cableteque.