Customer Success Manager – SMB

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Research Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

📚 Education

SaaS • Artificial Intelligence • Education

Research Solutions is a provider of cloud-based research discovery, access, and management tools for academic, corporate, government, and independent researchers. Its product suite includes Article Galaxy for on-demand full-text article delivery and rights management, Article Galaxy Scholar for library supplementation, Scite (an AI-powered citation and literature-evaluation tool), References for centralized reference management, and Data & APIs for embedding citation intelligence into other platforms. The company focuses on improving literature discovery, compliance, collaboration, and evidence-based workflows through full-text search, smart citations, AI assistants, and integrations with institutional systems.

📋 Description

• Serve as the primary point of contact for assigned 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).

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, or Account Executive role within a SaaS or technology-driven environment. • 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. • Ability and willingness to work European business hours from Mexico.