Academic Customer Success Manager (Remote, Mexico)

About the role

We are seeking a dynamic and customer‑focused Academic Customer Success Manager to manage and grow relationships with SMB academic accounts across EMEA and the US. This full‑time remote position is based in Mexico and works 6 AM–3 PM CST to align with European and US account needs.

Key responsibilities

• Serve as the primary point of contact for assigned academic SMB accounts.
• Drive customer engagement, adoption, and retention through proactive outreach.
• Develop a solid understanding of each customer’s business objectives and align solutions accordingly.
• Monitor customer health scores and usage data to anticipate risks and opportunities.
• Conduct regular business reviews to showcase value 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.
• Maintain accurate records, renewal forecasts, and pipeline management in CRM (e.g., HubSpot).

Required profile

• 3+ years of experience in Customer Success, Account Management, or Account Executive roles within a SaaS or technology‑driven environment.
• Familiarity with the academic research environment (libraries, research institutions, scholarly publishing).
• 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.
• Willingness to work a 6:00 AM–3:00 PM CST schedule.

Required skills

• HubSpot
• Gainsight
• Salesforce