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
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 3 years of CSM experience, with research admin industry experience a plus
- Essential SaaS experience
Essential Skills
- Strategic & Analytical: Strategic thinking, data analysis (CRM proficiency), and business acumen
- Relationship & Communication: Executive presence, relationship management, clear communication, and empathy
- Operational & Leadership: Problem-solving, project management, cross-functional collaboration, and adaptability.
- Technical: 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
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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What We Do
Cayuse empowers globally connected research that reimagines collaboration and drives societal progress. Our platform uniquely addresses the entire hierarchy of research challenges: minimizing risk, driving efficiency, optimizing planning, and enabling world-class, data-driven research management. The powerful yet intuitive apps on the Cayuse platform help modernize processes and increase transparency across all points of the research lifecycle. Cayuse’s community of customers includes academic institutions such as the University of North Carolina, Ohio State, and NYU; pharmaceutical and biotech companies like Amgen and La Jolla Institute; as well as healthcare providers, government agencies, and non-profit organizations.
