Customer Success Manager-FULLY REMOTE

Research Solutions, Inc. (NASDAQ: RSSS) provides cloud-based technologies to streamline the process of accessing, managing, and creating intellectual property. Since its founding, the company has been a pioneer in developing solutions to serve researchers. Today, more than 70 percent of the top pharmaceutical companies, prestigious universities, and emerging businesses rely on our family of products, powered by AI and NLP technologies, to support the innovation process from end to end with the most comprehensive information and knowledge tools on the market. For more information and details, please visit www.researchsolutions.com. 

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 RESPONSIBILITIES, DUTIES, AND FUNCTIONS: 

·       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. 

REQUIREMENTS:

·       3 years of experience in Customer Success, Account Management, or Sales 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. 

·       Experience working with CRM and customer success platforms (e.g., Gainsight, HubSpot, Salesforce). 

·       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. 

RESIDENCY REQUIREMENT:

This position is open to candidates currently residing in the following states: CT, FL, GA, KY, MD, MA, MI, NY, NC, PA, VA.

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 can contribute their best. 

·       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.