Customer Success Manager

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.