Academic Customer Engagement Manager

November 25

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Digital Science

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Science • Education • Enterprise

Digital Science is a company dedicated to enhancing the research lifecycle through innovative technology solutions. They aim to make research processes more efficient, data more effective, and collaboration more seamless, thus driving progress in academic and industry settings. Their product portfolio includes services such as Altmetric, Dimensions, Figshare, Overleaf, and more, which support various research stages from data management to publication. They focus on advancing open and responsible research while maintaining partnerships across academic, governmental, and industrial sectors. Digital Science actively contributes to the evolution of open access and research integrity standards.

501 - 1000 employees

Founded 2015

🔬 Science

📚 Education

🏢 Enterprise

📋 Description

• Serve as the primary post-sales relationship manager for a portfolio of academic institutions across multiple Digital Science solutions. • Lead onboarding, training, and engagement programs to ensure smooth adoption, early impact, and continued value realization. • Partner with research offices and library teams to align solution usage with institutional priorities such as research assessment, open access compliance, and impact reporting. • Support institutions in capturing, curating, and showcasing research outputs, data, and impact case studies across platforms. • Promote awareness and adoption of new features and capabilities across solutions, helping customers maximize value. • Monitor customer health and engagement across products, identifying risks and opportunities for growth. • Collaborate cross-functionally with Product, Sales, and Marketing teams to ensure coordinated communication and success planning. • Capture and communicate customer feedback to inform product and service enhancements. • Contribute to knowledge-sharing resources, playbooks, and best practices for cross-solution engagement. • Support renewal and expansion discussions in partnership with Sales, ensuring a strong focus on retention and customer satisfaction.

🎯 Requirements

• 3+ years of experience in Customer Success, Engagement, or Account Management within a B2B SaaS, academic, or research-related organization. • Strong understanding of the academic research ecosystem—particularly research information management, open access, and research impact assessment. • Demonstrated ability to manage multiple customer relationships, projects, and priorities across time zones. • Excellent communication, facilitation, and presentation skills, able to engage confidently with senior stakeholders. • Proactive, organized, and self-directed, with a collaborative mindset suited to a distributed team environment. • Experience supporting or teaching technical software solutions; comfortable with live troubleshooting and remote training delivery. • Familiarity with or experience in academic institutions, libraries, or research offices is highly desirable.

🏖️ Benefits

• We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective. • The talent we secure is fundamental to us achieving our vision and our growth plans. • We are brave in the pursuit of better. • We are collaborative and inclusive. • We are always open-minded. • We are from and for the community. • At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. • We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. • As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs.