Customer Success Specialist, North America

JoVE is the world- leading producer and provider of video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students use JoVE for their research, teaching and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders as Harvard, MIT, Yale and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company.

The Role

As a Customer Success Specialist, you will manage relationships with professors and librarians at universities across North America, proactively communicating JoVE's value and encouraging faculty to adopt and integrate JoVE resources into their courses.

This is a post-sales, customer-facing role focused on building relationships, driving product adoption and usage, and ensuring institutions maximize the value of their existing JoVE subscriptions. The ideal candidate is proactive, results-oriented, and comfortable working in a metrics-driven environment.

Please share your resume in English.

Responsibilities:

• Conduct daily outreach to Faculty (via calls, emails, and 1:1 demos) to set up JoVE integrations in courses and increase product usage, including proactive engagement with new contacts and consistent follow-up.
• Increase JoVE adoption by delivering product awareness sessions across existing customer universities and research institutes, communicating JoVE's value proposition and encouraging faculty to incorporate resources into their teaching.
• Grow engagement and usage by delivering presentations at (1) exhibits and conferences, (2) university seminars and workshops, and (3) onsite customer visits.
• Strengthen subscription renewal outcomes by ensuring smooth implementation support and consistent usage of JoVE resources, proactively monitoring account engagement, identifying low-usage accounts, and developing strategies to increase adoption.
• Influence product decisions by communicating customer feedback to sales, product, and marketing teams.
• Manage relationships with professors, librarians, and other stakeholders across an assigned portfolio of university accounts.
• Track outreach activities, customer interactions, and adoption progress using Salesforce CRM and other internal tools.
• Work toward individual performance targets related to customer engagement, product adoption, and usage.

JoVE is the world- leading producer and provider of video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students use JoVE for their research, teaching and learning. Our institutional clie...

• A bachelor's degree in a scientific discipline or related field. Candidates with relevant Customer Success or account management experience are also encouraged to apply.
• Experience in Customer Success, account management, B2B customer engagement, sales, academic outreach, or other customer-facing roles is preferred.
• Excellent verbal and written English communication skills, with the ability to clearly articulate product value and engage professionally with university faculty and librarians.
• Knowledge of education, market trends, and challenges in assigned content areas i.e. Biology, Chemistry, Medicine, Physics, Engineering, or Psychology.
• Strong interpersonal skills with a passion for remote relationship-building and proactively initiating customer conversations.
• Comfortable conducting proactive outreach, including cold calling, email outreach, and consistent follow-up.
• Results-oriented mindset, with the ability to work toward measurable KPIs and take ownership of outcomes.
• Strong organizational skills, adaptability, problem-solving abilities, and openness to feedback.
• Ability to work independently and manage competing priorities in a fully remote, fast-paced environment.