Academic Customer Success Manager

New

Research Solutions, Inc.Academic research software

Full-time remote work environment based in Mexico., 6:00 AM–3:00 PM CSTFull-TimeManager

Salary not disclosed

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Job Details

Languages: Outstanding proficiency in English is required; additional European language skills are a nice-to-have.
Experience: 3+ years of experience in Customer Success, Account Management, or Account Executive role within a SaaS or technology-driven environment.
Required Skills: SalesforceCustomer SuccessSaaSHubSpotAccount Management

Have 3+ years of experience in Customer Success, Account Management, or Account Executive roles within a SaaS or technology-driven environment.
Be familiar with the academic research environment, such as libraries, research institutions, or scholarly publishing.
Demonstrate a track record of managing customer relationships, renewals, and account growth.
Analyze customer data and translate insights into actionable strategies.
Have experience with CRM and customer success platforms such as Gainsight, HubSpot, or Salesforce.
Demonstrate outstanding proficiency in English.
Be able and willing to work a 6:00 AM–3:00 PM CST schedule.
Additional European language skills are a nice-to-have.

Serve as the primary point of contact for assigned academic SMB accounts.
Drive customer engagement, adoption, and retention through proactive outreach and strategic touchpoints.
Understand each customer’s business objectives and align solutions to their needs.
Monitor customer health scores and usage data to anticipate risks and opportunities.
Conduct regular business reviews to showcase value, collect feedback, and identify areas for optimization.
Partner with Product, Sales, and Support teams to advocate for customer needs.
Manage renewals, upsells, and account growth strategies.
Maintain accurate CRM records, renewal forecasts, and pipeline management.

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