Academic Customer Success Manager (SMB) – Remote, based in Mexico, America timezone
- Role
- Support
- Experience
- Mid
- Employment
- Full-time
Open to MX only. Set where you work from to check your eligibility.
No BS summary
Customer Success Manager for academic SMB accounts, remote based in Mexico, America timezone. Requires 3+ years in CS/AM/AE in SaaS, familiarity with academic research, CRM experience, and outstanding English.
Required skills
Required languages
Position Summary We are seeking a dynamic and customer-focused Academic Customer Success Manager to manage and grow relationships with our SMB accounts in the academic sector. This full-time remote role is based in Mexico and primarily supports accounts across the Americas territory. The ideal candidate will be proactive, data-driven, and skilled at both relationship management and account planning, with the ability to ensure customers derive maximum value from our solutions while identifying opportunities for account expansion and revenue growth. A solid understanding of the academic research landscape is essential to success in this role
Essential Functions, Duties, and Responsibilities • Serve as the primary point of contact for assigned academic SMB accounts, ensuring a seamless customer journey. • Drive customer engagement, adoption, and retention through proactive outreach and strategic touchpoints. • Develop a solid understanding of each customer’s business objectives and align our 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 cross-functionally with Product, Sales, and Support teams to advocate for customer needs. • Own and manage renewals, upsells, and account growth strategies to maximize customer lifetime value. • Maintain accurate records, renewal forecasts, and pipeline management in CRM (e.g., HubSpot).
About Research Solutions Research Solutions, Inc. (NASDAQ: RSSS) is a holding company providing software and AI solutions for enterprise R&D teams and academic institutions. Through proprietary data, integrated workflows, and access infrastructure, the company gives modern researchers and their AI systems the infrastructure to find, trust, and act on scientific research faster.
Position Qualifications • 3+ years of experience in Customer Success, Account Management, or Account Executive role within a SaaS or technology-driven environment. • Familiarity with the academic research environment (libraries, research institutions, or scholarly publishing) is essential; direct experience in or with these sectors is strongly preferred. • Proven track record of managing customer relationships, renewals, and account growth. • Strong communication, presentation, and negotiation skills. • Ability to analyze customer data and translate insights into actionable strategies. • Highly organized, detail-oriented, and proactive in managing multiple accounts. • Experience with CRM and customer success platforms (e.g., Gainsight, HubSpot, Salesforce). • Outstanding proficiency in English is required.
Working Conditions • Full-time remote work environment based in Mexico. • Standard working hours: 9:00 AM–6:00 PM CST. • Occasional travel may be required for business engagements and industry events.
What you'll do
- Serve as the primary point of contact for assigned academic SMB accounts, ensuring a seamless customer journey.
- Drive customer engagement, adoption, and retention through proactive outreach and strategic touchpoints.
- 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.
- Own and manage renewals, upsells, and account growth strategies to maximize customer lifetime value.
What they require
- 3+ years of experience in Customer Success, Account Management, or Account Executive role within a SaaS or technology-driven environment.
- Familiarity with the academic research environment (libraries, research institutions, or scholarly publishing) is essential; direct experience in or with these sectors is strongly preferred.
- Proven track record of managing customer relationships, renewals, and account growth.
- Strong communication, presentation, and negotiation skills.
- Outstanding proficiency in English is required.
Research Solutions, Inc. (NASDAQ: RSSS) provides cloud-based technologies to streamline the process of accessing, managing, and creating intellectual property. Since its founding, the company has been a pioneer in developing solutions to serve researchers. Today, more than 70 percent of the top pharmaceutical companies, prestigious universities, and emerging businesses rely on our family of products, powered by AI and NLP technologies, to support the innovation process from end to end with the most comprehensive information and knowledge tools on the market. For more information and details, please visit www.researchsolutions.com.