United States onlyAbout us
We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?
Your new role -
At Digital Science, we put our customers at the core of everything we do. We strive to deliver an exceptional experience for our Academic customers—from their first touchpoint through implementation and throughout their long-term partnership with us.
At Digital Science, we put our customers at the core of everything we do. We strive to deliver an exceptional experience for our Academic customers—from their first touchpoint through implementation and throughout their long-term partnership with us.
As an Academic Customer Engagement Manager, you will play a critical role in supporting priority academic institutions across the U.S., with a particular focus on West Coast coverage. You will help these institutions adopt, expand, and maximize the value of multiple Digital Science solutions—such as Dimensions, Altmetric, Figshare, and Elements—working with research offices, libraries, and institutional leadership to align our tools with their strategic goals.
We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively.
As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.
This role bridges engagement across products and market needs, enabling holistic institutional partnerships and ensuring customers achieve measurable impact from their investment with Digital Science. Please note, the preferred candidate resides in PST/West Coast USA.
What you’ll be doing
- Serve as the primary post-sales relationship manager for a portfolio of academic institutions across multiple Digital Science solutions.
- Lead onboarding, training, and engagement programs to ensure smooth adoption, early impact, and continued value realization.
- Partner with research offices and library teams to align solution usage with institutional priorities such as research assessment, open access compliance, and impact reporting.
- Support institutions in capturing, curating, and showcasing research outputs, data, and impact case studies across platforms.
- Promote awareness and adoption of new features and capabilities across solutions, helping customers maximize value.
- Monitor customer health and engagement across products, identifying risks and opportunities for growth.
- Collaborate cross-functionally with Product, Sales, and Marketing teams to ensure coordinated communication and success planning.
- Capture and communicate customer feedback to inform product and service enhancements.
- Contribute to knowledge-sharing resources, playbooks, and best practices for cross-solution engagement.
- Support renewal and expansion discussions in partnership with Sales, ensuring a strong focus on retention and customer satisfaction.
What you’ll bring to the role
- 3+ years of experience in Customer Success, Engagement, or Account Management within a B2B SaaS, academic, or research-related organization.
- Strong understanding of the academic research ecosystem—particularly research information management, open access, and research impact assessment.
- Demonstrated ability to manage multiple customer relationships, projects, and priorities across time zones.
- Excellent communication, facilitation, and presentation skills, able to engage confidently with senior stakeholders.
- Proactive, organized, and self-directed, with a collaborative mindset suited to a distributed team environment.
- Experience supporting or teaching technical software solutions; comfortable with live troubleshooting and remote training delivery.
- Familiarity with or experience in academic institutions, libraries, or research offices is highly desirable.
Don't worry if you don't meet every qualification—let us be the judge! Studies show that many qualified candidates from under-represented groups hesitate to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application.
Living our Values
We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.
The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:
We are brave in the pursuit of better
We are collaborative and inclusive
We are always open-minded
We are from and for the community
At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research.
At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research.
We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively.
As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.
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