Client Relationship Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary strategic liaison for a portfolio of high-value enterprise accounts, fostering trusted relationships with executive sponsors in Enterprise Research Administration.

• Facilitate prominent Customer Business Reviews (CBRs), Steering Committees, and multi-year technology roadmap sessions centered on business outcomes and ROI.

• Guide enterprise clients through platform and landscape updates, ensuring alignment between their corporate strategy and Cayuse's product roadmap.

• Lead and mentor two Strategic Account Managers while managing a high-value portfolio.

• Collaborate with client business units post-implementation to enhance feature adoption and maximize subscription value.

• Provide guidance to clients on operational readiness, change management, and governance best practices to maintain high user engagement.

• Establish, monitor, and analyze adoption and engagement metrics to proactively address customer friction points.

• Develop strategies to safeguard the active client base, mitigate customer health risks, and manage Business-at-Risk accounts.

• Mentor Strategic Account Managers in identifying cross-sell and upsell opportunities and constructing business cases for license expansion.

• Oversee contract lifecycle alignment, secure Net Retention Rate milestones, and deliver forecasts to leadership.

• Coordinate efforts among Product Management, Delivery Consultants, Customer Success Managers, and Elite Support teams to resolve escalations.

• Gather client feedback, telemetry, and capability gaps to influence the roadmap in collaboration with Product and Engineering.

• Work alongside Revenue Operations to ensure precise CRM data, pipeline health, and reporting.

• Achieve portfolio retention, expansion, adoption, risk management, executive engagement, team leadership, and cross-functional impact targets.

⛳️ Requirements

• 7–10+ years of experience in enterprise software sales, customer success, strategic client delivery, or key account management.

• 3–5+ years of experience leading direct or cross-functional, highly matrixed enterprise account teams, including coaching and developing account managers.

• Demonstrated experience in steering Tier 1 SaaS/cloud deployments (e.g., enterprise research administration, ERP, HCM, SCM, or financial suites).

• Proven track record of meeting or surpassing retention (GRR/NRR) and expansion goals.

• Strong executive presence, with exceptional negotiation, critical thinking, and communication skills and a history of influencing C-suite decisions under pressure.

• Familiarity with global IT ecosystems, implementation lifecycles, global system integrators (SIs), and enterprise governance frameworks.

• Financial data literacy: comfort with SaaS financial metrics, forecasting, data analytics, and performance KPIs.

• Experience selling to higher education, healthcare, research organizations, or similarly complex enterprise environments is highly preferred.

• Willingness to travel 30–50% for customer on-site engagements and executive reviews.

• Ability to thrive in a fast-paced environment where priorities, opportunities, and resource needs may shift rapidly.

• Proficient with CRM platforms (Salesforce preferred) and familiar with contemporary sales methodologies (e.g., MEDDPICC, Challenger, GAP Selling).

• Bachelor's degree in Business, Information Systems, or a related technical field; MBA or an equivalent advanced degree is highly preferred.

• Certifications such as MEDDPICC, Challenger, GAP Selling, PMP, or Workday Deployment Methodologies are significant assets.

🏝️ 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