VP of Client Relationships

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

📋 Description

• Lead, mentor, and cultivate a team of Customer Success Managers and Strategic Account Managers.

• Develop and implement hiring, onboarding, and career advancement strategies to retain top talent.

• Create operational rhythms for account planning, forecast reviews, customer health assessments, and reviews of at-risk businesses.

• Manage the development of tools and processes to enhance team effectiveness and reach.

• Act as the executive sponsor for the largest enterprise accounts.

• Lead Customer Business Reviews, Steering Committees, and sessions focused on multi-year technology roadmaps.

• Guide enterprise customers through updates to the platform and landscape in line with Cayuse's product roadmap.

• Oversee Gross Renewal Rate (GRR) and Net Renewal Rate (NRR) for the strategic account portfolio, along with carrying an expansion quota.

• Manage contract renewals, including forecasting, timing, pricing, terms, and negotiations with Finance and Legal.

• Build and oversee the expansion pipeline in collaboration with Revenue Operations, ensuring accurate forecasting and CRM hygiene.

• Direct escalations and recovery strategies for Business-at-Risk accounts.

• Ensure that strategic accounts have comprehensive plans documenting goals, stakeholders, adoption strategies, risks, and opportunities for expansion.

• Define customer health scoring and early-warning indicators, and ensure actions are taken according to established playbooks.

• Drive renewal strategies, risk management, and expansion initiatives through account health assessments.

• Collaborate with client business units to maximize feature adoption and subscription value.

• Provide guidance to clients on operational readiness, change management, and best practices in governance.

• Set, monitor, and analyze metrics related to adoption and engagement.

• Coordinate with Product Management, Delivery Consultants, and Elite Support teams to resolve escalated issues.

• Elevate client feedback, telemetry, and capability gaps to Product and Engineering departments.

• Participate in go-to-market strategies, retention and expansion objectives, coverage models, and pricing and packaging considerations.

⛳️ Requirements

• Over 12 years of experience in enterprise software sales, customer success, strategic client delivery, or key account management.

• More than 5 years of experience leading managers or multi-level, complex enterprise account teams, including hiring, coaching, and developing Customer Success Managers and Strategic or Key Account Managers.

• Proven track record in steering Tier 1 SaaS/cloud deployments such as enterprise research administration, ERP, HCM, SCM, or financial suites.

• Demonstrated success in achieving or surpassing retention (GRR/NRR) and expansion quota targets, as well as developing customer health management programs.

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

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

• Financial data literacy, encompassing SaaS financial metrics, forecasting, data analytics, and performance KPIs.

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

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

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

• Familiarity with CRM platforms, preferably Salesforce, and knowledge of contemporary sales methodologies such as MEDDPICC, Challenger, and GAP Selling.

• Bachelor's degree in Business, Information Systems, or a related technical field; an MBA or equivalent advanced degree is strongly 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, and Short-Term Disability fully covered by Cayuse.

• Unlimited PTO, holidays, and a flexible work schedule.

• Remote Work Stipend.

• Equal Paid Parental Leave.

• 401k with Employer Matching.

• Quarterly Wellness Reimbursement.

• Supportive remote work environment designed to enhance the employee experience.