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

📋 Description

• Act as the main point of contact for designated academic SMB accounts, ensuring a smooth customer experience.

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

• Cultivate a comprehensive understanding of each customer's business goals and tailor solutions to meet their needs.

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

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

• Collaborate across teams, including Product, Sales, and Support, to advocate for customer needs.

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

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

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, or an Account Executive role in a SaaS or technology-focused environment.

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

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

• Excellent communication, presentation, and negotiation abilities.

• Capability to analyze customer data and convert insights into practical strategies.

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

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

• Exceptional proficiency in English is mandatory.

• Must be based in Mexico.

• Availability during standard working hours of 9:00 AM–6:00 PM CST.