Associate Customer Success Management

Overview

PAPERPAL is transforming how research is written, edited, and published — empowering over 3 million users worldwide. As we expand across universities and research organizations, you’ll have the opportunity to influence how large academic communities from some of the world’s top institutions — including Kyoto University, University of Burgos, University of Pretoria, IIM Kozhikode, NIT Calicut, IISER Tirupati, and global brands like SONY and Yakult — adopt and use cutting-edge AI responsibly to elevate their research throughput.

In this role, you will be responsible for the success of the institutional onboarding, trial -> commitment, and renewals, supporting a global Sales team of nine, playing a critical part in driving the next phase of Paperpal’s B2B growth. You’ll be embedded in the engine that’s expected to bring in the next multi-million-dollar revenue milestones for FY27 and beyond and support the acquisition and onboarding of 200+ new institutional clients across the world.

You’ll join a collaborative, high-growth environment, with opportunities to grow across customer success, product, and operations. If you want to do meaningful work at the intersection of AI, Stakeholder management, and Enterprise Sales, and be part of a team building the next wave of B2B academic technology, then this role is for you!!

Responsibilities

Customer Support & Success

• Serve as the primary point of contact for institutional users
• Proactively guide institutions through onboarding, usage adoption, and product updates.
• Resolve inquiries related to product features, technical troubleshooting, access issues, and institutional configurations.
  
  

Institutional Engagement

• Partner closely with the Institutional Sales team to ensure smooth setup and activation of new accounts.
• Facilitate product walkthroughs, training webinars, and Q&A sessions for administrators, faculty, and students.
• Build strong relationships with key stakeholders such as librarians, research office staff, and university leadership.
  
  

Product Enablement & Insights

• Capture customer feedback and collaborate internally with Product and Engineering to improve user experience.
• Track recurring issues and suggest process or feature improvements.
• Stay updated on new Paperpal features and communicate them effectively to institutions.
  
  

Success Metrics:

• Trial-to-paid conversion
• Customer activation and usage
• Renewal rates and customer satisfaction
• Expansion revenue and upsell success
  
  

Qualifications And Prerequisites

• Minimum 3-4 years of experience in a customer success role
• Comfortable working in fast-paced, ambiguous environments with shifting priorities.
• Strong problem-solving skills and attention to detail.
• Excellent communication and collaboration skills, with experience working in remote and cross functional teams
• Familiarity with SaaS tools, CRM systems, and ticketing platforms is a plus.
  
  

Application Process

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter and three interview rounds.

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.
  
  

About CACTUS

Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.

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