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

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
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

Customer Success Manager

Key skills