We are hiring !

About us

RimaOne is the publisher of ACADEM, a business solution for the higher education and research sector.
ACADEM software supports Schools and Universities in their quality and accreditation management processes.
This solution gathers and centralizes data about research professor and their publications to generate standard reports for accreditations (AACSB, EQUIS, AMBA…) as well as other customized reports.
Launched in 2012, the solution is now used by 135 customers in 33 countries. As a historical market expert, our aim is to increase the impact of our solution and continue to increase our international presence.

Job description

We are seeking a proactive and relationship-driven Customer Success Manager (CSM) to support our Higher Education and Research clients.
In this role, you will guide institutions through onboarding, adoption, and ongoing success with our solutions. You will act as a trusted advisor, ensuring they achieve measurable value, receive outstanding support, and develop long-term partnerships with our company.

Key Responsibilities 

Onboarding & Implementation 

• Lead smooth onboarding for new business schools, universities, research centers, and academic departments.
• Deliver product setup, configuration guidance, and integration support in collaboration with technical teams.
• Deliver product training for faculty, administrative staff, librarians, and researchers (live, remote, or recorded).
• Promote product adoption and help customers integrate our tools into academic and research workflows.

Customer Care & Support 

• Serve as the primary point of contact for assigned accounts, managing day-to-day needs and ensuring timely responses.
• Handle incoming support tickets, triage technical issues, and coordinate with internal teams to ensure fast resolution.
• Monitor customer satisfaction, proactively identify friction points, and implement corrective actions.
• Develop educational materials such as user guides, webinars, best-practice sessions, and onboarding documentation.

Success Management & Strategic Guidance 

• Conduct regular Business Reviews with decision-makers to measure progress against objectives, share insights, and identify new opportunities.
• Analyze usage data and student/faculty engagement metrics to track health scores and ensure value realization.
• Partner with Product, Engineering, Sales, and Marketing teams to relay customer feedback and suggest enhancements.
• Fight for retention & identify expansion, upsell, or renewal opportunities aligned with customer needs.

Required Skills & Qualifications 

• Experience in Customer Success, Account Management, or similar roles, ideally in EdTech, SaaS, or higher education.
• Professional proficiency in English, Spanish and French (spoken and written).
• Excellent communication, relationship-building, and presentation skills (comfortable with diverse audiences).
• Solid problem-solving abilities and a customer centric mindset.
• Ability to analyze data, extract insights, and translate them into actionable recommendations.
• Ability to learn, even technical tool, manage multiple projects, deadlines, and complex stakeholder groups.

Success Metrics 

• Customer retention & renewal rate
• Adoption and usage growth (time-to-value)
• Account health score improvements
• Reduction in support ticket volume through successful enablement
• Customer satisfaction (CSAT, NPS)

Recruitment process

• 30 minutes call with team lead Customer Success
• Case study to present in front of her, business development director and COO
• If needed, call with someone from the team

Our benefits

• Hybrid / Remote-Friendly
• RTT
• Meal vouchers
• Public transport reimbursement

Position to be filled on a permanent basis – as soon as possible
Send your CV and cover letter on : career@rimaone.com