Academic Customer Engagement Manager, Overleaf
Full TimeJob Overview
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
We strive to provide an exceptional experience for our rapidly growing list of Academic customers—from the first touchpoint, through our implementations, and as they work day-to-day within our platforms.
As an Academic Customer Engagement Manager, you will play a key role in supporting our Academic customers as they leverage Digital Science solutions, specifically Overleaf, to transform how they write and collaborate in LaTeX. You’ll be reporting to our Head of Customer Engagement, Academic & Publisher and will work alongside our Support, Product, and Sales teams to help customers get the most out of Overleaf. You will lead training and engagement initiatives, promote the use of new features, recommend best practices, and capture user feedback along the way.
Please note - due to business need, we can only accept applications from candidates who reside in the following locations where we have established legal entities: UK, Spain, Germany and Romania.
If you apply from outside of these areas, your application will not be considered.
Please be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly.
We strive to provide an exceptional experience for our rapidly growing list of Academic customers—from the first touchpoint, through our implementations, and as they work day-to-day within our platforms.
As an Academic Customer Engagement Manager, you will play a key role in supporting our Academic customers as they leverage Digital Science solutions, specifically Overleaf, to transform how they write and collaborate in LaTeX. You’ll be reporting to our Head of Customer Engagement, Academic & Publisher and will work alongside our Support, Product, and Sales teams to help customers get the most out of Overleaf. You will lead training and engagement initiatives, promote the use of new features, recommend best practices, and capture user feedback along the way.
Please note - due to business need, we can only accept applications from candidates who reside in the following locations where we have established legal entities: UK, Spain, Germany and Romania.
If you apply from outside of these areas, your application will not be considered.
Please be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly.
What you’ll be doing
- Develop a deep knowledge of Digital Science, our solutions and our customers, the types of work they perform, and how they work with Overleaf.
- Support basic implementations and deliver engaging web-based training tailored to effectively onboard new customers to Overleaf.
- Be the first-line contact for key Academic customer questions and issues, working with the appropriate internal teams (e.g., Support, Product, Sales) to solve problems and manage them through to resolution.
- Provide strong written documentation for a variety of user communications, including direct user questions, internal research, FAQ/knowledge content, and others.
- Demonstrate and promote the latest features and capabilities of Overleaf, ensuring customers are utilizing key product features to maximize success.
- Support the Customer Support, Marketing, and Sales teams in a wide variety of user-facing initiatives and activities.
- Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn, collaborating with other Digital Science teams, including Support, Product, and Sales, as required.
- Align and collaborate with Sales on renewal forecasts and upsell strategies, with a focus on customer retention and growth.
What you’ll bring to the role
- 3+ years of experience as part of Customer Success or Customer Support within a B2B software organization.
- You have a track record of teaching technical products and can jump into live troubleshooting mode when needed—on both Mac and PC.
- You have an understanding of enterprise software implementations and ongoing support within large and small organizational departments.
- You have excellent communication skills and a knack for engaging with a range of stakeholders within an organization.
- You’re a self-starter who is organized, autonomous, and proactive, with the ability to be successful in a fast-paced, remotely distributed environment with sometimes ambiguous situations.
- You are known to be patient and empathetic—even under pressure.
- You are passionate about being an advocate for customers.
Don't worry if you don't meet every qualification—let us be the judge! Studies show that many qualified candidates from under-represented groups hesitate to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application.