Academic Customer Success Manager - Remote, Mexico, EMEA timezone

Academic Customer Success Manager

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., Hub Spot).

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, Hub Spot, 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.