Customer Success Manager

3 days ago

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Cayuse

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Research administration software and services • SaaS for research administration • Electronic submission of federal grant applications • Electronic Research Administration • Research Management

201 - 500

Description

•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. •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

Benefits

•Competitive Medical Benefits (PPO + HSA available) •Vision, Dental, Short-Term Disability fully covered by Cayuse •Unlimited PTO + Holidays + Flexible Work Schedule •Remote Work Stipend •Equal Paid Parental Leave •401k with Employer Matching •Quarterly Wellness Reimbursement •Remote Work Environment, supporting the Ultimate Employee Experience