Customer Success Manager (m/f/d)

**This position is based in Boston, USA (hybrid). Applicants must hold a valid work/residence permit for the respective location.**

About Chaos Cylindo

Chaos is the world’s largest 3D visualization software company, and for over 20 years has empowered artists, designers, and architects to visualize anything they can imagine. Chaos offers intuitive and powerful workflows for creatives across the entire design spectrum, including architecture, engineering, construction, product design, manufacturing, and media and entertainment. In 2022 Chaos merged with Enscape and acquired Cylindo. For more information, visit chaos.com, enscape3d.com, and cylindo.com.

Position Overview

We’re looking for a Customer Success Manager who excels in clear communication, quick thinking, and proactive problem-solving. You’ll be a trusted advisor to our customers—ensuring they receive lasting value from our solutions while identifying opportunities for growth.

This role is ideal for someone who thrives under pressure, can stay level-headed when delivering tough news, and knows how to turn challenges into opportunities. If you’re equally comfortable having strategic conversations with executives and resolving day-to-day issues with grace and empathy, this role is for you.

What You’ll Be Doing

• Own and manage strategic customer relationships from onboarding to renewal, always with a focus on long-term success.

• Communicate clearly and professionally, even when conversations are complex or sensitive.

• Act as a problem solver, thinking on your feet to address issues quickly and effectively.

• Deliver bad news transparently while maintaining trust and credibility.

• Stay calm and objective when clients are frustrated—focusing on solutions, not blame.

• Prepare and lead Executive Business Reviews (EBRs), presenting customer impact, adoption trends, and strategic recommendations.

• Identify upsell, cross-sell, and expansion opportunities by understanding the customer’s evolving needs and growth goals.

• Coordinate with internal teams across Project Management, Product, Support, and Content Creation to advocate for customers and resolve issues.

• Ensure accurate processing of orders, including quoting, pricing guidance, and contract documentation.

• Proactively monitor account health and engagement; take action early to mitigate churn risks.

Who You Are

• 4+ years in Customer Success, Account Management, or Strategic Sales, preferably within a SaaS environment.

• Proven success managing enterprise customers and navigating complex stakeholder ecosystems.

• Excellent communicator—confident in leading conversations, presenting to executives, and simplifying complex topics.

• Skilled in reading the room and adjusting your message for different audiences.

• Calm under pressure and objective in emotionally charged situations.

• Naturally curious, resourceful, and solutions-focused.

• Strong organizational and time management skills—you know how to prioritize when everything is on fire.

• Technically savvy with SaaS tools and platforms.

Bonus Points

• Experience in 3D visualization, retail, or e-commerce.

• Background in customer onboarding, support, or training.

Why Join Chaos Cylindo?

• Be part of a global company shaping the future of 3D product visualization.

• Collaborate with a passionate team that values transparency, ownership, and impact.

• Work in a flexible, fast-moving environment where your ideas are heard.

• Help some of the world’s most iconic brands bring their products to life online.

Only short-listed candidates will be contacted.

Confidentiality of all applications is assured.