Offer summary

Qualifications:

Bachelor's degree in a relevant field such as Computer Science, Business, or Communication., Minimum 4 years of experience in Customer Success Management, with essential SaaS experience required., Proficiency in CRM software, preferably Salesforce, and familiarity with research administration in Higher Education or Healthcare., Strong analytical skills, problem-solving abilities, and excellent communication skills..

Key responsabilities:

Drive customer value by ensuring successful product adoption and achieving customer outcomes.

Build strong relationships with customers to secure renewals and minimize churn.

Identify and pursue upsell and cross-sell opportunities to expand customer engagement.

Act as a customer advocate, representing their needs across internal teams and promoting a customer-centric culture.

Job description

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.

The Customer Success Manager (CSM) is the strategic partner who ensures customers achieve maximum value from their Cayuse investment. They are responsible for the entire post-sale customer experience, providing best practice guidance, driving organization-wide product adoption, and identifying opportunities to expand Cayuse's impact, ultimately fostering long-term client satisfaction.

Responsibilities

Drive Customer Value
Ensure successful product adoption and achievement of customer outcomes
Maximize Renewals & Minimize Churn
Build strong customer relationships to secure renewals
Identify Growth Opportunities
Proactively pursue upsell and cross-sell opportunities
Cultivate Customer Advocacy
Foster customer advocates to drive referrals
Optimize Product Adoption & Health
Implement strategic initiatives for customer lifetime value
Champion Customer Success
Promote a customer-centric culture
Act as Customer Advocate
Represent customer needs across internal teams
Strategic thinking, data analysis (CRM proficiency), and business acumen
Executive presence, relationship management, clear communication, and empathy
Problem-solving, project management, cross-functional collaboration, and adaptability
Proficiency in CRM software (Salesforce)

Experience

Bachelor's degree in relevant field (Computer Science, Business, Communication)
Familiarity with research administration (Higher Education and/or Healthcare)
Experience in post-sales, sales, and contract negotiations
Understanding of value drivers and recurring revenue models
Proficiency in Sales and Customer Success tools (Salesforce preferred)
Commitment to continuous learning

Qualifications

Strong customer empathy and passion for client success
Proven ability to influence and build consensus
Analytical and process-oriented with excellent presentation skills
Proactive problem-solving and anticipation of client needs
Minimum 4 years of CSM experience
Essential SaaS experience is a nonnegotiable for this position

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

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.

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