Academic Customer Success Manager (SMB) – Americas

Visa Hunt; México; A distancia; MXN 1.018.000 - 1.527.000; Jornada completa

Descripción de la vacante

Research Solutions, Inc. is seeking an Academic Customer Success Manager to manage and expand relationships with SMB accounts in the academic sector. This fully remote role supports clients across the Americas from a base in Mexico, requiring proactive account planning and data-driven approaches to maximize value from our solutions.

You will drive engagement, renewals, and upsell opportunities while collaborating with Product, Sales, and Support teams. English proficiency is essential.

Formación

• 3+ years in customer success, account management, or related SaaS role.
• Experience in or with academic libraries, research institutions, or scholarly publishing preferred.
• Proven track record in renewals and account growth.
• Strong communication, presentation, and negotiation skills.
• Ability to analyze customer data and translate insights into actions.
• Highly organized, detail-oriented, and proactive across multiple accounts.
• Experience with CRM and customer success platforms (Gainsight, HubSpot, Salesforce).
• Outstanding proficiency in English.

Responsabilidades

• Serve as the primary point of contact for assigned academic SMB accounts.
• Drive engagement, adoption, and retention through proactive outreach and strategic touchpoints.
• Align solutions to each customer’s business objectives.
• Monitor health scores and usage data to anticipate risks.
• Conduct regular business reviews to show value and collect feedback.
• Collaborate with Product, Sales, and Support to advocate for customer needs.
• Own renewals, upsells, and growth strategies to maximize lifetime value.
• Maintain renewal forecasts and pipeline in CRM.

Conocimientos

Customer Success

Account Management

Renewals

Data Analysis

English Proficiency

Communication

Account Growth

Herramientas

Gainsight

HubSpot

Salesforce

Descripción del empleo

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. For more information, visit .

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.

Originally posted on Himalayas