Head of Customer Engagement, Academic & Publisher - Remote

Overview

The Head of Customer Engagement, Academic & Publisher leads the team responsible for building trusted relationships with academic institutions and scholarly publishers.

In Short

• Define and execute customer engagement strategy.
• Evaluate and evolve existing engagement approaches.
• Lead and coach a geographically distributed team.
• Collaborate with Sales, Support, and Solutions.
• Use customer feedback to optimize engagement.
• Monitor and report on engagement KPIs.
• Guide the team in managing escalations.
• Design and oversee customer lifecycle programs.
• 7+ years in customer success or engagement.
• Excellent communication and influencing skills.

Requirements

• 7+ years in customer success or related function.
• 3+ years in a people leadership role.
• Experience leading through change.
• Deep understanding of academic and publisher markets.
• Cross-functional leadership experience.
• Proficient with CRM and engagement platforms.
• Excellent communication skills.
• Comfortable working across multiple regions.

Benefits

• Opportunity to shape customer engagement strategy.
• Work with a pioneering technology company.
• Supportive and inclusive work culture.
• Opportunities for professional growth.
• Champion for customer success and innovation.