Customer Success Specialist

About JoVE: JoVE (jove.com) is the world’s leading producer and provider of comprehensive video solutions, operating under a mission to accelerate scientific research and improve science education globally. Millions of scientists, researchers, professors, and university students leverage JoVE video assets for their daily classroom teaching, learning, and lab workflows. Our institutional subscriber footprint comprises over 1,000 top-tier universities, colleges, and biopharma corporations, including elite academic centers such as Harvard, MIT, Yale, and Stanford. As a rapidly growing global software and media company with operational hubs in the US, UK, Australia, and India, we empower ambitious individuals to scale learning outcomes across 60+ countries.

Position Overview

We are seeking an analytically minded, relationship-driven, and science-educated Customer Success Specialist to join our global Growth & Customer Success division under a permanent, full-time fully remote engagement framework based anywhere in Brazil, Mexico, Colombia, or Argentina. Operating as an elite academic success consultant, you will step up to claim direct onboarding, faculty adoption, and client retention accountability over professors and researchers at leading universities in the United States. Shifting completely away from generic consumer call-center operations, manual transactional data entry, or cold retail sales lines, you will run an active curriculum integration, virtual product demonstration, and faculty relationship-building laboratory—partnering face-to-face with university department chairs, STEM professors, and internal sales, marketing, and product development units. This position requires an advanced science scholar who translates academic workflows fluidly natively using Customer Support methodologies, evaluates platform adoption hurdles cleanly to maximize user renewal health, and directs virtual product awareness campaigns confidently across major US higher education systems.

Key Responsibilities

• Faculty Triage and Consultation: Manage daily proactive outreach (via phone channels, tailored emails, and 1:1 video consultations) to guide US university faculty through integrating JoVE resources directly into their active courses.
• Product Adoption Optimization: Maximize subscription utilization rates by architecting and delivering targeted product awareness workshops across existing client universities and research institutes cleanly natively utilizing Customer Support best practices.
• Multi-Channel Content Presentation: Scale user engagement by creating and hosting strategic software demonstrations across academic exhibits, professional conferences, university seminars, and scheduled onsite customer visits.
• Subscription Renewal Protection: Secure long-term commercial renewal outcomes by providing seamless implementation support, curriculum mapping, and ongoing technical troubleshooting for active faculty networks.
• Cross-Functional Feedback Loop: Synthesize frontline professor feedback, interface friction points, and feature requests to deliver clear product development insights to internal engineering, sales, and marketing teams.
• Academic Trend Adaptation: Maintain up-to-date knowledge regarding educational hurdles and digital learning trends across core science categories including Biology, Chemistry, Medicine, Physics, Engineering, or Psychology.

Required Skills & Qualifications

• Completed Master’s degree or PhD in a Life Science discipline (e.g., Biology, Chemistry, Medicine, or verified equivalent science framework).
• Uncompromised fluency in English, demonstrating absolute ease leading professional technical conversations and delivering complex presentations to native English speakers.
• Proven background or strong baseline interest in science communications, academic outreach, or client-facing success tracks natively using Customer Support metrics.
• Excellent interpersonal communication skills, with a demonstrable passion for executing relationship-building strategies within a distributed, virtual environment.
• Strong problem-solving capability coupled with the organizational skill to manage multiple university deployment accounts simultaneously under self-directed timelines.
• Application Resume Mandate: Candidates must supply their professional resume entirely in English to be considered for this tracking cycle.
• Location Context: Position features 100% remote parameters open exclusively to qualified science professionals residing permanently within Brazil, Mexico, Colombia, or Argentina.

Preferred Strategic Indicators (Nice to Have)

• Prior experience utilizing outbound networking channels or cold calling methods to build high-value partnerships within enterprise or educational tech sectors.
• Familiarity with Learning Management Systems (LMS) such as Canvas, Blackboard, or Moodle used heavily across US higher education networks.

What We Offer

• Vetted, Regional LATAM Compensation Blueprint: A highly competitive baseline annual salary precisely calibrated against local market standards and advanced scientific educational depth.
• The incredible professional canvas to combine your advanced science background with a fast-growing EdTech track running across top US research institutes.
• Profound work-from-home remote parameters providing total geographic location flexibility and structured work-life balance systems.
• A flat, innovation-centric workplace culture that champions internal promotions, offering a transparent path to advance into global leadership tracks.
• Extensive collaboration loops alongside world-class international teams working at the absolute intersection of science video production and digital software delivery.