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

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 max