Qualifications

• 3+ years of experience in Customer Success or Sales Account Management, ideally in research, publishing, or higher education.
• Exceptional written, verbal, and presentation abilities; attention to detail is crucial.
• Must be based in the Central or Eastern Time zone.
• Strong project management and organizational skills, with a focus on customer lifecycle management.
• Proven ability to build trust and rapport with clients, demonstrating a passion for customer advocacy.
• Robust analytical skills paired with a proactive problem-solving mindset.
• Ability to work collaboratively as a team player, managing multiple tasks with minimal supervision.
• Experience with CRM platforms like Salesforce and CSM tools such as Gainsight.
• Willingness to travel up to 25%.

Responsibilities

• Build and maintain strong relationships with assigned customers as their main point of contact.
• Collaborate with cross-functional teams to ensure customers derive maximum value from services.
• Consult clients to set goals and define metrics for monitoring progress.
• Work alongside sales teams to boost revenue targets through high customer satisfaction and retention.
• Track customer health metrics using qualitative and quantitative methods to ensure alignment with goals.
• Identify Customer Success Qualified Leads (CSQL) during check-ins to support revenue growth and upsell prospects.
• Utilize technology and data to streamline processes and improve efficiency.

Benefits

• Flexible working arrangements to support work-life balance.
• Collaborative and inclusive company culture that values employee input.
• Opportunities for professional development and career advancement.
• Access to cutting-edge research and publishing resources.
• Supportive team environment focused on customer success.