Academic Customer Success Manager (SMB) – Remote (Mexico)

About the role

We are seeking a dynamic, customer‑focused Academic Customer Success Manager to manage and grow relationships with SMB accounts in the academic sector. This full‑time remote position is based in Mexico and supports customers across the Americas.

Key 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.
• 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.
• Own and manage renewals, upsells, and account growth strategies to maximize customer lifetime value.
• Maintain accurate records, renewal forecasts, and pipeline management in CRM systems such as HubSpot.

Required profile

• 3+ years of experience in Customer Success, Account Management, or a related SaaS role.
• 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 abilities.
• Ability to analyze customer data and translate insights into actionable strategies.
• Outstanding proficiency in English.

Required skills

• HubSpot CRM
• Gainsight platform
• Salesforce CRM