Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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 accounts, ensuring a seamless customer journey. • Drive customer engagement, adoption, and retention through proactive outreach and strategic touchpoints. • Develop a deep 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 and enhance the overall customer experience. • Own and manage renewals, ensuring high retention and identifying upsell opportunities. • Expand accounts by identifying and selling additional solutions to existing customers. • Develop and execute account growth strategies to maximize customer lifetime value. • Maintain accurate customer records, renewal forecasts, and pipeline management in CRM (e.g., HubSpot). • Negotiate contract terms and pricing to align with both customer goals and company objectives. • Drive expansion efforts within enterprise customers by identifying new departments or use cases.

🎯 Requirements

• 5+ years of experience in a 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 consultative selling skills with the ability to influence and drive outcomes. • Excellent 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 working with enterprise customers and navigating complex organizational structures is a plus.

🏖️ Benefits

• Health insurance • Professional development opportunities