Academic Customer Success Manager

Job not on LinkedIn

🕒 August 28

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 academic SMB accounts • Drive customer engagement, adoption, and retention through proactive outreach and strategic touchpoints • Develop an understanding of customers’ 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 optimization areas • 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 platforms such as HubSpot • Support academic and enterprise research customers using software and AI solutions for R&D and scholarly research

🎯 Requirements

• 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 • Ability and willingness to work a 6:00 AM–3:00 PM CST schedule • Additional European language skills are nice-to-have

🏖️ Benefits

• Full-time remote work environment based in Mexico • Occasional travel may be required for business engagements and industry events