Customer Success Manager
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Job Description
Academic Success Manager driving customer success for universities and research institutions. Managing accounts, training users, and identifying growth opportunities across Latin America.
Responsibilities:
- Onboard new institutions and guide users through Covidence best practices.
- Deliver high-quality admin training sessions via Zoom and occasional onsite visits.
- Build strong relationships with librarians, faculty, researchers, and administrators.
- Proactively identify expansion opportunities.
- Forecast renewals accurately and maintain clear, organized CRM documentation.
- Analyze account usage and engagement trends to inform success strategies.
- Provide research-informed guidance to help institutions maximize their investment.
Requirements:
- 2–4+ years in Customer Success, Account Management, Renewals, or similar roles in SaaS or higher education.
- Experience owning a portfolio of accounts with revenue responsibility.
- Strong analytical skills; comfortable interpreting data and using spreadsheets or dashboards.
- Excellent written and verbal communication skills.
- Experience working with academic clients or research workflows is a plus.
Benefits:
- Professional fluency in English (written and spoken)
- Additional language proficiency (e.g., Spanish, Portuguese, Korean or other languages) is a strong plus
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