Cayuse - VP of Client Relationships
Requirements
• 12+ years of experience in enterprise software sales, customer success, strategic client delivery, or key account management. • 5+ years leading managers or multi-level, highly matrixed enterprise account teams, including hiring, coaching and developing Customer Success Managers and Strategic or Key Account Managers. • Proven experience steering Tier 1 SaaS/cloud deployments (e.g., enterprise research administration, ERP, HCM, SCM, or financial suites). • Demonstrated track record of meeting or exceeding retention (GRR/NRR) and expansion quota targets, and of building customer health management programs. • Advanced executive presence, with masterful negotiation, critical thinking, and communication skills and a record of influencing C-suite decisions under pressure. • Understanding of global IT ecosystems, implementation lifecycles, global system integrators (SIs), and enterprise governance models. • Financial data literacy: comfort with SaaS financial metrics, forecasting, data analytics, and performance KPIs. • Experience selling into higher education, healthcare, research organizations, or similarly complex enterprise environments strongly preferred. • Willingness to travel 30–50% for customer on-sites and executive reviews. • Comfortable operating in a fast-moving environment where priorities, opportunities, and resource needs can shift. • Proficiency with CRM platforms (Salesforce preferred) and familiarity with modern sales methodologies (e.g., MEDDPICC, Challenger, GAP Selling). • Bachelor's degree in Business, Information Systems, or a related technical discipline; MBA or equivalent advanced degree highly preferred. • Certifications such as MEDDPICC, Challenger, GAP Selling, PMP, or Workday Deployment Methodologies are a major asset. • How You'll Be Measured • Gross and net revenue retention: GRR and NRR across the strategic account portfolio, against quarterly and annual targets. • Expansion: attainment of the team's expansion quota, and the size, quality, and velocity of the cross-sell and upsell pipeline, including forecast accuracy. • Renewals: on-time renewal rate and renewal forecast accuracy. • Customer health and risk management: health coverage and outcomes, and early identification and resolution of Business-at-Risk accounts. • Account planning: coverage and quality of account plans across strategic accounts. • Value realization: adoption and engagement KPIs, plus client satisfaction (NPS and CSAT). • Executive engagement: depth of C-suite relationship coverage and quality of CBRs and Steering Committees. • Team leadership: performance, development, engagement, and retention of the Customer Success Managers and Strategic Account Managers. • Cross-functional impact: effectiveness in resolving escalations and the quality of client feedback surfaced to Product.
Responsibilities
• Team Leadership • Team Leadership • Lead, coach, and develop a team of Customer Success Managers and Strategic Account Managers, setting clear portfolio, coverage and performance expectations. • Build the hiring, onboarding, and career-development plan for the team and retain top talent. • Establish a consistent operating rhythm for account planning, forecast reviews, customer health reviews, and business at risk reviews. • Oversee tool and process development to optimize team reach and performance. • Strategic Account & Relationship Governance • Serve as executive sponsor for our largest enterprise accounts, building trusted relationships with executive sponsors in Enterprise Research Administration. • Lead high-profile Customer Business Reviews (CBRs), Steering Committees, and multi-year technology roadmap sessions focused on business outcomes and ROI. • Guide enterprise customers through platform and landscape updates, ensuring their corporate strategy maps to Cayuse's product roadmap. • Commercial Growth, Renewals & Risk Mitigation • Own GRR and NRR for the strategic account portfolio, and carry an expansion quota covering cross-sell, upsell and renewal growth. • Own contract renewals, including renewal forecasting, timing, pricing and terms and negotiation, working with Finance and Legal. • Build and manage the expansion pipeline with Revenue Operations, including accurate forecasting to leadership and CRM hygiene. • Lead escalations and recovery plans for Business-at-Risk (BAR) accounts. • Account Planning & Customer Health Management • Own account planning: ensure every strategic account has a documented plan covering goals, stakeholders, adoption, risks, and expansion opportunities and review plans with the team on a regular basis. • Own customer health management across the portfolio: define health scoring and early-warning signals (adoption, engagement, support trends, sentiment) and make sure the team acts on them with clear playbooks for at-risk and expanding accounts. • Use account health reviews to drive renewal, risk and expansion plans. • Value Realization & Platform Adoption • Partner with client business units post-implementation to maximize feature adoption and subscription value. • Advise clients on operational readiness, change management, and governance best practices to sustain high user engagement. • Establish, track, and interpret adoption and engagement metrics to address customer friction points proactively. • Cross-Functional Collaboration • Mobilize and orchestrate teams across Product Management, Delivery Consultants, and Elite Support to resolve escalations. • Capture client feedback, telemetry, and capability gaps and surface them to Product and Engineering to influence the roadmap. • Contribute to company go-to-market planning, including retention and expansion targets, coverage models, and pricing and packaging input.
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.
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