Customer Success Manager

Make a Real Impact for O&P Practitioners and the Care They Deliver

Cascade Dafo, Inc. is looking for a Customer Success Manager who is passionate about helping practitioners succeed, building trusted relationships, and supporting work that improves patients' mobility, independence, and confidence. If you are driven by purposeful work and motivated to support patients and their providers in the O&P industry, this role offers the chance to make a meaningful difference every day.

As the Customer Success Manager, you'll work directly with Cascade Dafo customers to ensure their experiences with our products and services are creating meaningful outcomes. You'll guide adoption, uncover opportunities, share insights across teams, and help shape how we deliver an exceptional, end-to-end customer experience.

Cascade Dafo, Inc is located in Ferndale, WA. This is a full time exempt, in-office position.

What You'll Do:

• Build strong, long-term relationships with Cascade Dafo customers, acting as a trusted partner in their success.
• Help practitioners successfully onboard, adopt, and maximize the value of our products and services.
• Proactively identify customers' needs, challenges, and opportunities, providing thoughtful guidance and solutions.
• Design and support customer experience initiatives that drive engagement, retention, and satisfaction.
• Develop customer education and communication initiatives that clearly connect product value to patient outcomes.
• Lead, coach, and develop individual contributors to foster a collaborative team focused on delivering customer success.
• Analyze customer usage data and feedback to surface insights and inform strategies.
• Monitor regulatory changes, opportunities for product development, and other movements across the O&P industry.
• Collaborate with internal teams to influence product enhancements, pricing strategy, and customer experience improvements.
• Serve as the voice of the customer internally, sharing insights that help improve solutions, processes, and decision making.
• Share customer success stories, best practices, and product updates through appropriate communication channels.
• Attend industry events, conferences, or trade shows as needed to strengthen relationships and stay connected to the market.

What We're Looking For:

• We're seeking someone who combines customer empathy with strategic thinking.
• Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience.
• 3+ years of experience in customer success, account management, customer engagement, marketing, or a related role.
• Experience in the Orthotics & Prosthetics (O&P) industry is strongly preferred and will be given preference during the hiring process.
• Proven ability to build trusted customer relationships and drive successful outcomes.
• Experience leading, mentoring, or coaching individual contributors, either in a formal or informal capacity, with a focus on driving team and customer success.
• Confidence analyzing customer data, usage trends, and feedback to inform actions and recommendations.
• Working knowledge of social media management, marketing campaigns, customer education initiatives, or go-to-market collaboration.
• Strong communication, organization, presentation, and problem-solving skills.
• Familiarity with CRM systems and customer success platforms.

Why You'll Love Working Here:

• Make a real impact on customers whose work improves quality of life.
• Be part of a collaborative, customer focused team that values your expertise.
• Influence product, pricing, and experience decisions with real customer insight.
• Work in an environment that values respect, communication, and empowerment.
• Competitive compensation and benefits package.

Compensation and Benefits:

• Expected Hiring Salary Range: $122,300-$131,500 annually, depending on experience and qualifications. Full wage scale for Customer Success Manager: $113,100-$152,900.
• Profit Sharing: Cascade team members are eligible to share in the company's profits each quarter.
• Healthcare Benefits: We provide medical, dental, and vision insurance to our full-time team members. We offer a QHDHP with employer HSA contribution or a traditional PPO plan; with two different medical plans to choose from, our team members find a plan that best fits their needs. Because healthcare is so important, Cascade will share the cost of your family's medical benefits with you.
• Time Off and Company Holidays: Our teams are dedicated to their work; we know team member engagement requires time off to refresh yourself. From your first day of work you'll be earning PTO. PTO hours earned increase with seniority, starting with 2 weeks a year and growing to 5 weeks for long-term team members. Our holidays schedule allows for rest time as well;
  
  we have a minimum of 10 paid holidays allowing you to relax and make memories with your friends and family.
• 401(k): Cascade offers a traditional or ROTH 401(k) plan to you after 90 days of employment. We fund a company match (up to 4%) per payroll and a 401(k) end of year…