Academic Customer Success Manager - Remote, Based in Mexico, EMEA timezone

Research Solutions, Inc.; Mexico; Hybrid; PHP 3,285,000 - 4,380,000; Full time

Job summary

Research Solutions, Inc. seeks an Academic Customer Success Manager to manage and grow relationships with academic SMB accounts. This full-time remote role is based in Mexico and supports accounts across EMEA and US, aligning with a 6:00 AM–3:00 PM CST schedule.

You will drive adoption, renewals, and upsell opportunities, align solutions to customer objectives, and collaborate with Product, Sales, and Support to maximize value. Strong English required.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or related SaaS role.
• Familiarity with the academic research environment (libraries, universities, or publishing).
• Proven track record of managing renewals and account growth.
• Strong communication, presentation, and negotiation skills.
• Ability to analyze customer data and translate insights into actions.
• Highly organized and proactive in managing multiple accounts.
• Experience with CRM and customer success platforms (HubSpot, Gainsight, Salesforce).
• Excellent written and verbal English.

Responsibilities

• Serve as the primary contact for assigned academic SMB accounts.
• Drive engagement, adoption, and retention through proactive outreach.
• Understand customer objectives and align solutions to needs.
• Monitor health scores and usage data to foresee risks and opportunities.
• Conduct regular business reviews to showcase value and gather feedback.
• Collaborate with Product, Sales, and Support to advocate customer needs.
• Own renewals, upsells, and growth strategies to maximize value.
• Maintain records, renewal forecasts, and CRM pipeline.

Skills

Customer relationship management

Account planning

Data-driven decisions

English proficiency

Communication & negotiation

Education

Bachelor's degree in a related field

Tools

CRM (HubSpot, Gainsight, Salesforce)

Job description

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 supports accounts across the EMEA and US territories. This position requires working a 6:00 AM–3:00 PM CST schedule to align with European and US account needs. 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 www.researchsolutions.com.

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.
• Ability and willingness to work a 6:00 AM–3:00 PM CST schedule.

Nice-to-Have

• Additional European language skills.

Working Conditions

• Full-time remote work environment based in Mexico.
• Working hours: 6:00 AM–3:00 PM CST, aligned to EMEA and US account coverage.
• Occasional travel may be required for business engagements and industry events.