Customer Success Manager

Cayuse

9d•Remote

About The Position

The exciting world of scientific research is fueled by people with a passion for solving complex problems. At Cayuse, we are committed to our customers’ success by empowering organizations to conduct globally connected research that advances their impact on science, discovery and society. We build on that commitment with proven, integrated and easy-to-use technology that delivers exceptional value, and world class service and support that accelerates outcomes. But we are more than just an empowering platform powered by advanced technologies. We are a collaboration of exceptional, highly skilled people with multi-disciplinary expertise, and are building our team to support our ambitious growth plans. Cayuse’s foundational strength comes from our customer and employee focused values and commitment to industry-leading solutions. It’s an exciting time to become a key member of our growing team. Ensuring customers receive value from the Cayuse products they depend on is at the CSM’s stock in trade. Satisfied customers are long term customers and the CSM is right in the middle of that relationship. The CSM owns all customer related activities and outcomes. This role manages the post sale customer relationship over their entire journey with Cayuse, ensuring they continually get value from their investment in software. The CSM is there to give best practices guidance, drive adoption throughout the customer’s organization, and uncover additional opportunities for Cayuse products to help clients reduce friction more widely in their organizations.

Requirements

You are someone with strong empathy for customers, and a passion for customer success and growth
You have the ability to influence through persuasion, negotiation, and consensus building
You possess an analytical and process-oriented mindset, coupled with strong communication and presentation skills
You can rely on a sensitive “internal radar”that will detect issues before they become problems
4+ years experience working with enterprise customers
Saas experience is a must have

Nice To Haves

Bachelor’s degree; preference for computer science, business, communication or related degrees
Familiarity with the workings of a research administration office
A combined background in post-sales, sales experience, and contract negotiations
An understanding of value drivers in a recurring revenue business models
You have knowledge of Sales and Customer Success tools (preferably Sales Force & Churn Zero)
You have the desire for continuous learning and change management

Responsibilities

Drive Customer Success activities and outcomes for research organizations in North America
Drive renewals to minimize churn
Identify opportunities to up-sell and drive new business growth through greater advocacy and reference-ability
Influence future lifetime value through higher product adoption and overall health scores
Inspire and re-iterate company-wide culture of Customer Success
Be the customer’s voice across teams by partnering with the Sales, Marketing, Product, Professional Services and Finance Teams