Customer Success Manager

at  Cayuse

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.

QUALIFICATIONS

• 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

EXPERIENCE

• 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

CAYUSE DOES NOT ACCEPT AGENCY RESUMES. PLEASE DO NOT FORWARD RESUMES TO OUR JOBS ALIAS OR ANY CAYUSE EMPLOYEES. CAYUSE IS NOT RESPONSIBLE FOR ANY FEES RELATED TO UNSOLICITED RESUMES.

Our culture is one of inclusion and belonging where everyone feels respected, treated justly, supported and nourished. We all share responsibility for creating and sustaining a work environment where differences are celebrated and we are empowered to strive for excellence. We’re proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce