Customer Success Manager
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Job Description
Customer Success Manager ensuring client satisfaction and product adoption for Cayuse's software solutions. Driving renewals and up-sell opportunities while promoting customer success culture.
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
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
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