SA51P3 Customer Success Manager

CAS; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Vacation plan

Medical, dental, and vision insurance

Retirement plans

Work-from-anywhere within US

Job summary

CAS is seeking a Customer Success Manager on our Sales team. This remote role can be located anywhere in the United States and focuses on academic accounts to grow, retain, and cross-sell CAS solutions.

You will onboard customers, manage a book of business, drive revenue opportunities, and collaborate with technical specialists to ensure value realization and long-term partnerships.

Qualifications

• Bachelor’s degree or higher in science-related fields, business, communications, or related disciplines.
• Three+ years of sales-related experience (lead generation; inside/outside sales; business development; customer service).
• Proven track record of exceeding sales objectives and territory/account development.
• Experience with CRM and opportunity management systems, preferably Salesforce.com.
• Strategic thinking with strong analytical and problem-solving skills for selling science-related solutions.
• Articulation of value proposition to address customer pain points.
• Travel for work-related projects or meetings with customers.
• Advanced diagnostic/consultative selling.
• Experience with virtual selling tools (Zoom, WebEx, etc.).
• Experience selling into/within the Academic market preferred.

Responsibilities

• Onboarding, enabling, and teaching Academic users to realize full value of CAS solutions.
• Managing an assigned book of business and building relationships to create and close revenue opportunities.
• Identifying, communicating, and addressing customer problems, issues, and opportunities.
• Anticipating growth of additional services by assessing needs and matching to solutions.
• Cultivating relationships with senior buyers and day-to-day client representatives.
• Following the sales process and using CRM to document interactions for lead management.
• Monitoring dashboards, identifying risks, and ensuring optimal customer experience and product usage.
• Ensuring timely follow-up with customers, managers, and staff.
• Developing workflows to maximize selling time, including AI tools and customized scripts.
• Attending and presenting at trade shows, events, and conferences.
• Using AI tools for rapid analysis of usage data, contract information, and market data.

Skills

CRM proficiency

Account management

Strategic selling

Virtual selling tools

Sales pipeline

Travel readiness

Education

Bachelor’s degree in science/business

Tools

Salesforce.com

Zoom

WebEx

Job description

CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 119 years, has helped innovators mine, assess and apply that information to keep enterprises thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.

CAS is currently seeking a Customer Success Manager on our Sales team. This position is remote and can be located anywhere in the United States.

Position Summary

The Customer Success Manager (CSM) is accountable for profitable achievement of sales objectives for Academic accounts in an assigned territory by identifying opportunities to grow, retain, cross-sell, and penetrate the customer utilizing the product portfolio and services.

Identifies new customer opportunities, tracks selling activities, and manages contact information for sales prospects. Delivers sales presentations and partners with technical specialists in the field for the purpose of customer onboarding and consultative selling activity. Ensures that organizational products meet client needs.

The Customer Success function serves the Academic community by delivering consistently high-quality customer experience, ensuring that Academic customers receive value from CAS solutions, continue to partner with CAS, and expand their relationship where appropriate.

Position Accountabilities

The CSM ensures that every customer realizes the full value of CAS solutions by:

• Onboarding, enabling, and teaching Academic users and customers how to realize the full value of CAS solutions.
• Managing an assigned book of business and building, expanding, and solidifying relationships with existing clients via necessary sales and support visits, calls, emails, and presentations, with the expectation of creating, advancing, and closing revenue opportunities within an assigned territory.
• Effectively identifying, communicating, and working through customer problems, issues, and opportunities.
• Anticipating and driving growth of additional services and coverage levels by conducting thorough needs assessments and matching these needs to the appropriate solutions.
• Cultivating relationships with the most senior buyer(s) in the client organization, as well as with day-to-day client representatives and buyers.
• Following the established sales process and consistently utilizing the CRM to document prospect interaction, ensuring efficient lead management.
• Monitoring customer dashboards, identifying risks, and acting where necessary to ensure optimal customer experience and product usage.
• Understanding the importance of timely follow-up with customers, managers, and staff, and making communication a top priority.
• Developing and maintaining workflows to maximize selling time (utilizing AI platforms and processes where available), including pre-call planning and adherence to metrics and customized scripts based on opportunity type.
• Attending and presenting at trade shows, events, and conferences.
• Adopting central AI tools to enable rapid analysis of usage data, contract information, and market data for risk and opportunity reporting.

Minimum Education/Experience/Technological Knowledge

• Bachelor’s degree (or higher) in science-related fields, business, communications, or other related disciplines
• Three or more years of sales-related experience, which could include: lead generation; inside and outside sales; business development; customer service.
• Proven track record of exceeding sales objectives and territory/account development
• Experience with CRM and opportunity management systems, preferably Salesforce.com
• Strategic thinking capabilities with strong analytical and problem-solving skills in selling science-related solutions and/or information/intellectual property that impacts performance
• Strong capacity to articulate industry-specific value proposition to address customer pain points.
• Experience with traveling for work-related projects or meetings with customers.
• Advanced level of diagnostic/consultative selling
• Demonstrated experience with virtual selling tools such as Zoom, Web-Ex, and other comparable tools
• Experience of selling into , or working within , the Academic market would be preferred, but not essential.

CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, and vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by CAS for this position now or in the future. EEO/Minority/Female/Disabled/Veteran

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.