Customer Success Manager

POSITION SUMMARY: We are seeking a dynamic and customer-focused Customer Success Manager to manage and grow relationships with our key accounts. This remote role is responsible for ensuring customers derive maximum value from our solutions while identifying opportunities for account expansion and revenue growth. The ideal candidate will be proactive, data-driven, and skilled at both relationship management and strategic account planning.

ESSENTIAL FUNCTIONS, DUTIES, AND RESPONSIBILITIES

• Serve as the primary point of contact for assigned accounts, ensuring a seamless customer journey.
• Drive customer engagement, adoption, and retention through proactive outreach and strategic touchpoints.
• Develop a deep 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 and enhance the overall customer experience.
• Own and manage renewals, ensuring high retention and identifying upsell opportunities.
• Expand accounts by identifying and selling additional solutions to existing customers.
• Develop and execute account growth strategies to maximize customer lifetime value.
• Maintain accurate customer records, renewal forecasts, and pipeline management in CRM (e.g., HubSpot).
• Negotiate contract terms and pricing to align with both customer goals and company objectives.
• Drive expansion efforts within enterprise customers by identifying new departments or use cases.

RESEARCH SOLUTIONS AND OUR CORE VALUES

About Research Solutions

Research Solutions, Inc. (NASDAQ: RSSS) is a holding company providing software and AI solutions for enterprise R&D teams and academic institutions. Through proprietary data, integrated workflows, and access infrastructure, the company gives modern researchers and their AI systems the infrastructure to find, trust, and act on scientific research faster. For more information, visit www.researchsolutions.com.

Our Values

Our values ground us in everything we do. We believe in respect, teamwork, accountability, putting our customers first, and delivering innovative excellence in all we do. We are a company that values diversity, appreciates continuous improvement, and fosters an environment where everyone is heard and is capable of contributing their best.

Core Values:

• Innovation: We will be a leader in providing innovative solutions that streamline research workflows.
• Respect: We value everyone and treat people with dignity and professionalism.
• Teamwork: We achieve more when we collaborate and all work together.
• Accountability: We are responsible for our words, our actions, and our results.
• Customer First: We will never forget that we are here to serve our customers.
• Investors: We will provide our investors with an attractive return through sustainable growth.

POSITION QUALIFICATIONS

1. 1. Language
      • Proficiency in English is required. Additional language skills are a plus.
   2. Knowledge, Skills and Abilities
      • 5+ years of experience in a Customer Success, Account Management, or Account Executive role within a SaaS or technology-driven environment.
      • Proven track record of managing customer relationships, renewals, and account growth.
      • Strong consultative selling skills with the ability to influence and drive outcomes.
      • Excellent communication, presentation, and negotiation skills.
      • Ability to analyze customer data and translate insights into actionable strategies.
      • Highly organized, detail-oriented, and proactive in managing multiple accounts.
      • Experience working with enterprise customers and navigating complex organizational structures is a plus.
   3. Training/Professional Development Requirements
      • Familiarity with virtual communication tools and remote collaboration platforms.
   4. Tools and Equipment Used
      • Experience working with CRM and customer success platforms (e.g., Gainsight, HubSpot, Salesforce).
      • Familiarity with virtual communication tools and remote collaboration platforms.

PHYSICAL & MENTAL DEMANDS AND WORKING CONDITIONS

The physical and mental demands, and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Physical Demands:

• Ability to sit for extended periods and work with a computer, with or without reasonable accommodation.
• Ability to communicate effectively in writing and verbally.
• Frequently required to conduct video calls, which involves periods of screen time and clear verbal communication.
  

Mental Demands:

• Ability to manage multiple tasks simultaneously.
• Ability to work under pressure and meet deadlines.
• Strong problem-solving and decision-making skills.
  

Working Conditions:

• Remote work environment.
• Occasional travel may be required for business engagements and industry events.