Customer Success Manager

Academic Success Manager - (remote – work from home)

Full-time | Customer Success | SaaS | Higher Education

Covidence is a leading research platform used by universities and research institutions worldwide. Our mission is to make evidence synthesis faster, easier, and more collaborative. We are looking for an Academic Success Manager who is passionate about customer success, lifelong learning, and helping academic communities achieve meaningful research outcomes.

About the Role

As an Academic Success Manager, you will own a portfolio of university and research institution accounts, spread across the Americas. You'll drive adoption, retention, and growth by becoming a trusted advisor to librarians, administrators, and researchers. This role blends relationship management, training facilitation, data-driven strategy, and commercial negotiation.

You are a great match if you're curious, detail-oriented, comfortable in front of clients, and motivated by understanding what's good for the customer and what's good for the business. you don't need to be in Mexico City - we are open to candidates in Latin America - you need great internet and a suitable space to work from.

What You'll Enjoy Doing
Customer Engagement & Training

• 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.

Portfolio Management

• Proactively identify expansion opportunities.
• Forecast renewals accurately and maintain clear, organized CRM documentation.
• Mitigate risks through early detection and thoughtful outreach.

Insights & Strategy

• Analyze account usage and engagement trends to inform success strategies.
• Translate data into compelling insights and value stories for customers.
• Collaborate with Product, Engineering, Community, and Marketing to represent customer needs.
• Think critically about long-term portfolio health, revenue opportunities, and retention drivers.

Trusted Advisor Responsibilities

• Provide research-informed guidance to help institutions maximize their investment.
• Share best practices, training plans, and adoption strategies tailored to each customer's goals.
• Communicate clearly and confidently with users at all levels, from graduate students to deans.

What You Bring
Core Strengths

• Learning-oriented mindset: You are curious, adaptable, and always improving.
• Attention to detail: You communicate clearly, document accurately, and follow through reliably.
• Client-facing confidence: Comfortable presenting, facilitating group sessions, and handling difficult conversations with grace.
• Business acumen: Understands value, ROI, and what drives sustainable revenue.
• Well-rounded strategic thinking: You follow checklists and processes, but you also understand why things matter.
• Negotiation & renewal experience: Skilled at navigating commercial conversations with professionalism and empathy.
• Professional fluency in English (written and spoken) is required, as this role involves regular communication with global, English-speaking customers.
• Additional language proficiency (e.g., Spanish, Portuguese, Korean or other languages) is a strong plus as our expansion continues.

Experience

• 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.

What Success Looks Like

• High portfolio retention and net expansion.
• Strong usage and adoption across customer accounts.

We welcome diversity, inclusion, and flexibility in the workplace. Talk to us about what this looks like for you.

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