Academic Customer Success Manager

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

📋 Description

• Act as the main point of contact for designated academic SMB accounts.

• Enhance customer engagement, adoption, and retention through proactive outreach and strategic interactions.

• Gain insight into customers’ business objectives and tailor solutions to meet their needs.

• Track customer health metrics and usage data to foresee risks and opportunities.

• Conduct regular business reviews to demonstrate value, gather feedback, and pinpoint areas for optimization.

• Collaborate across departments with Product, Sales, and Support teams to champion customer needs.

• Manage and oversee renewals, upsells, and account growth strategies to optimize customer lifetime value.

• Keep precise records, renewal forecasts, and pipeline management in CRM systems like HubSpot.

• Assist academic and enterprise research clients utilizing software and AI solutions for R&D and scholarly research.

⛳️ Requirements

• Over 3 years of experience in Customer Success, Account Management, or an Account Executive position within a SaaS or technology-focused setting.

• Knowledge of the academic research environment (libraries, research institutions, or scholarly publishing) is crucial; direct experience in these areas is highly preferred.

• Demonstrated success in managing customer relationships, renewals, and account expansion.

• Excellent communication, presentation, and negotiation abilities.

• Competence in analyzing customer data and converting insights into actionable strategies.

• Highly organized, detail-oriented, and proactive in overseeing multiple accounts.

• Familiarity with CRM and customer success platforms (e.g., Gainsight, HubSpot, Salesforce).

• Exceptional proficiency in English is mandatory.

• Willingness to work a schedule from 6:00 AM to 3:00 PM CST.

• Proficiency in additional European languages is a plus.

🏝️ Benefits

• Full-time remote work opportunity based in Mexico.

• Occasional travel may be necessary for business meetings and industry events.