Academic Customer Engagement Manager

About us

We are Digital Science and we are advancing the research ecosystem.

We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?

Your new role -
At Digital Science, we put our customers at the core of everything we do. We strive to deliver an exceptional experience for our Academic customers—from their first touchpoint through implementation and throughout their long-term partnership with us.

As an Academic Customer Engagement Manager, you will play a critical role in supporting priority academic institutions across the U.S., with a particular focus on West Coast coverage. You will help these institutions adopt, expand, and maximize the value of multiple Digital Science solutions—such as Dimensions, Altmetric, Figshare, and Elements—working with research offices, libraries, and institutional leadership to align our tools with their strategic goals.

This role bridges engagement across products and market needs, enabling holistic institutional partnerships and ensuring customers achieve measurable impact from their investment with Digital Science. Please note, the preferred candidate resides in PST/West Coast USA.

• Serve as the primary post-sales relationship manager for a portfolio of academic institutions across multiple Digital Science solutions.
• Lead onboarding, training, and engagement programs to ensure smooth adoption, early impact, and continued value realization.
• Partner with research offices and library teams to align solution usage with institutional priorities such as research assessment, open access compliance, and impact reporting.
• Support institutions in capturing, curating, and showcasing research outputs, data, and impact case studies across platforms.
• Promote awareness and adoption of new features and capabilities across solutions, helping customers maximize value.
• Monitor customer health and engagement across products, identifying risks and opportunities for growth.
• Collaborate cross-functionally with Product, Sales, and Marketing teams to ensure coordinated communication and success planning.
• Capture and communicate customer feedback to inform product and service enhancements.
• Contribute to knowledge-sharing resources, playbooks, and best practices for cross-solution engagement.
• Support renewal and expansion discussions in partnership with Sales, ensuring a strong focus on retention and customer satisfaction.

• 3+ years of experience in Customer Success, Engagement, or