EMEA Customer Success Manager

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.

We are seeking an enthusiastic and customer-focused individual to join our Customer Success team. As an Entry-Level Customer Success Manager, you will support our EMEA software customers in achieving maximum value from their investment and ensuring a positive customer experience.

As a regional customer success manager, you are responsible for the post-sale customer experience, providing best practice guidance, and managing proactive touchpoints to support account health. Your work will directly impact customer adoption, engagement, and retention

Responsibilities

• Serve as a primary point of contact for existing customers
• Establishes a rapport quickly and builds strong working relationships with customers to understand their goals and ensure they see value from our software
• Maintains consistent engagement. Regularly checks in with customers, providing value in each interaction.
• Handles difficult conversations professionally: Addresses concerns and objections constructively, seeking mutually beneficial solutions.
• Respond to customer queries promptly and coordinate with internal teams to resolve issues
• Liaise with the Customer Support, Engineers, Product and Technical Teams to streamline issue resolutions
• Drives participation in marketing initiatives. Encourages customers to provide testimonials or participate in case studies,
• Monitor customer usage and identify opportunities to improve engagement and satisfaction
• Assist with renewals, working in collaboration with sales, by ensuring customer needs are met and expectations are managed
• Maintain accurate records and notes within the CRM and customer management tools

Qualifications

• Strong customer empathy and passion for client success
• Skilled at guiding discussions and fostering shared understanding
• Analytical and process-oriented with excellent presentation skills
• Proactive problem-solving and anticipation of client needs
• Minimum 2 years of customer experience, with excellent verbal and written communication skills, ideally B2B SaaS or higher education

What We Offer

• Hybrid working: a mix of home and office-based work
• Full training and ongoing development
• Opportunity to work with a supportive and collaborative team
• Exposure to a growing software environment and customer-led innovation

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.