Customer Success Manager

Our aim at Re:Build is to rejuvenate the American manufacturing sector, providing growth opportunities for our staff and local communities.

We bring to bear deep professional expertise and a candid, principled operating culture to achieve differentiated outcomes for our customers, employees, communities, and investors. Our environment moves quickly, offering individuals diverse opportunities and projects to demonstrate their skills and be challenged. We enable and assist our employees in reaching their maximum potential while offering them significant paths for personal and professional development.

Cadonix is the undisputed global leader in cloud-delivered ECAD tools for full end-to-end design, simulation, manufacture and management of wire harness designs and costing. Created from the ground up for the new age of collaborative online working, the Arcadia suite runs in the web browser and offers unprecedented flexibility in terms of use, licensing, systems integration and supply chain collaboration. Harness manufacturers, Tier 1 suppliers and OEMs are enjoying the benefits of Arcadia today.

We are looking for a motivated Customer Success Manager for Cadonix in Framingham, MA. The successful candidate will possess outstanding interpersonal skills and a track record of effectively implementing customer service strategies. The role involves expertly managing key accounts without the pressure of exceeding expectations.

Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

• Serve as the subject matter expert (SME) for wiring and schematic tools, with a solid understanding of how wiring products are built.
• Drive customer retention by proactively identifying and addressing risks to prevent churn and consistently demonstrate product value.
• Guide customers through onboarding by educating users on tools, workflows, and standard methodologies to facilitate a seamless adoption process.
• Prepare and manage customer data within Arcadia (or similar ECAD tools) and conduct feature-rich product demonstrations.
• Provide responsive support by addressing and resolving customer tickets efficiently and effectively.
• Find opportunities for account growth, including upsells and expansions, and take ownership of contract renewals.
• Conduct regular customer check-ins, including onsite visits when necessary, to build strong, trust-based relationships.
• Monitor account health, proactively bringing up potential risks and implementing corrective actions before issues intensify.
• Maintain deep product knowledge, with a focus on wiring tools and capabilities, and regularly communicate customer feedback to the product team.
• Apply Arcadia or a similar ECAD platform in daily workflows and customer interactions.

• Bachelor’s degree in business or related field.
• Three to five years of experience in customer-facing roles with technical implementation and support and/or application engineering.
• Strong focus on onboarding, account management, and customer demos—preferably within engineering domains such as wiring harness design, schematics, or ECAD tools.
• Ability to read, analyze, and interpret business and financial documents, technical procedures, and operational reports.
• Ability to write clear business correspondence and present findings effectively to collaborators.
• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
• Ability to apply concepts such as fractions and percentages to practical situations and to apply concepts of basic algebra.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Travel to customer sites as needed to support implementation, training, and relationship development.
• Represent the company at trade shows and industry events, promoting products and strengthening the brand presence.

At Re:Build, we believe in making a substantial impact in the industries and communities we operate in.

All Re:Build employees will have ownership in the company and share financial rewards based on collective success.

We want to work with people that reflect the communities in which we operate

Re:Build Manufacturing is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure, and life experiences. Or for any other reason.

Re:Build is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or you may call us at 617.909.6275.