Customer Success Manager

Cayuse is committed to empowering organizations to conduct globally connected research that advances their impact on science and society. The Customer Success Manager (CSM) plays a crucial role in managing post-sale customer relationships, ensuring clients derive value from their investment in Cayuse products and driving adoption throughout their organizations.

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

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
• 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