Customer Success Manager
Anthology Inc
Job Level
Mid-LevelSenior
About the role
- Act as strategic partner for post-sale customer experience, ensuring customers achieve maximum value from their Cayuse investment
- Provide best practice guidance and drive organization-wide product adoption
- 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
Requirements
- 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
- 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)
- 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
