Job description

CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may be required to travel to our Mumbai office based on business requirements or for company/team events 

We are looking for a Customer Success Manager to drive customer engagement and ensure long-term success across the full customer lifecycle—from trial to onboarding, active usage, renewals, and expansion. This role involves managing customer queries, training and onboarding institutions, and building strong relationships with senior client stakeholders. The ideal candidate is proactive, organized, and highly customer-focused.

Job responsibilities

• Manage onboarding and adoption for new institutional customers
• Serve as primary point of contact for customer queries and support
• Build strong relationships with key client PoCs and decision-makers
• Monitor usage and engagement to ensure customer success and retention
• Drive renewals and identify upsell or expansion opportunities

Success Metrics:

• Trial-to-paid conversion
• Customer activation and usage
• Renewal rates and customer satisfaction
• Expansion revenue and upsell success

Qualifications and prerequisites

• Minimum 3-4 years of experience in a customer success role
• Comfortable working in fast-paced, ambiguous environments with shifting priorities.
• Strong problem-solving skills and attention to detail.
• Excellent communication and collaboration skills, with experience working in remote and cross functional teams.

Application process

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter and three interview rounds. 

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

About Us

Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.