Executive Customer Success Manager - Academics

Date: Jan 20, 2023

Location: Columbus, OH, US, 43202

Company: American Chemical Society

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 116 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.


CAS is currently seeking an Executive Customer Success Manager - Academics. This position will be based in the U.S.


Position Summary

The Customer Success Function serves this community by delivering a world class customer experience ensuring that customers receive value from their solutions, continue to buy CAS solutions, and expand their relationship. The Customer Success Manager is accountable for profitable achievement of sales objectives for existing accounts in an assigned territory by identifying opportunities to grow, retain, cross-sell and penetrate the customer utilizing the product portfolio and services.


The Customer Success Manager ensures that every customer realizes the full value of CAS products and services by:

  • Coordinating Onboarding, enabling through insights, and teaches our users and customers how to realize the full value of our solutions
  • Retain, cross-sell, and upsell existing clients through a superior experience and understanding of their needs
  • Managing a territory of CAS customers and ensuring that they are receiving exceptional experiences through our interactions with CAS as a firm


Position Accountabilities

  1. Manages an assigned book of business and builds, expands, and solidifies 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.
  2. Must be able to effectively identify, communicate and work through customer problems, issues and opportunities.
  3. Anticipates and drives growth of additional services and coverage levels by conducting thorough needs assessments and matches these needs to the appropriate solutions. 
  4. Cultivates relationships with the most senior buyer in the client organization as well as with day-to-day client representatives and buyers. Can facilitate buy-in from multi-stakeholder buying decision teams.
  5. Follows the established sales process to drive value and consistently utilizes the CRM to document prospect interaction, ensuring efficient lead management.
  6. Secure in-person, phone, or virtual engagements with customers to connect more deeply with customers and learn their challenges and how CAS can help.
  7. Monitor customer dashboards, identify risks and take action where necessary to ensure optimal customer experience and product usage.
  8. Create and document user success stories and communicate these to buyers.
  9. Understands the importance of timely follow up with customers, managers and staff making communication a top priority.
  10. Develop and maintain daily plans to maximize selling time, including pre-call planning, adhering to metrics and customized scripts based on opportunity type.
  11. Building account plans for mapping out customer/account landscape and create plans for driving, protecting or growing value in accounts.
  12. Attend/present at trade shows, events, and conferences.  


Minimum Education/Experience/Technological Knowledge

  • Bachelor’s Degree in Science related fields, business, communications, or other related disciplines. Advanced degrees a plus.
  • 8+ years of sales related experience (in-person with travel) including lead generation, inside and outside sales, business development, customer service
  • 5 years’ experience with CRM and opportunity management systems, preferably Salesforce.com
  • Experience with traveling for work-related projects or meetings with customers.
  • Experienced and trained in diagnostic/consultative selling
  • Proven track record of exceeding sales objectives and territory/account development
  • Excellent written/verbal communication skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Experience leveraging LinkedIn and other prospecting tools
  • Experience selling science related solutions and/or information/intellectual property
  • Strong capacity to articulate industry-specific value proposition to address customer pain points
  • Demonstrated experience with virtual selling tools such as GoToMeeting, Web-Ex and other comparable tools
  • Up to 50% Travel


CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, 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 our company for this position now or in the future. EEO/Minority/Female/Disabled/Veteran

Nearest Major Market: Columbus

Job Segment: CRM, Technology