Customer Success Manager

We are looking for an energetic Customer Success Manager (CSM)  to join our global Customer Success team!  If you have a Bachelor’s Degree or higher, experience working in academic libraries or with a SaaS organization in a customer-facing role, and this sounds like an opportunity you are interested in, then we would love to talk to you! 

You will be responsible for managing an assigned territory and book of business associated with the Academic & Government Information Solutions and eBooks Customer Success Team.   You will drive product adoption and usage, identify and mitigate risk, and support the overall growth and retention of our customers.  You will work proactively with customers and help drive value from our information solutions content products by supporting their desired business outcomes.  You will add value and build trusting, lasting relationships by applying industry and product knowledge, relevant experience, and a deep understanding of your customers. Utilizing your strong attention to detail, you will identify early indicators of account risk, and proactively mitigate and escalate at-risk issues to leadership as necessary.   

About You – experience, education, skills, and accomplishments

• Bachelor’s Degree required; or equivalent work experience
• 5 years of Customer Success, Academic or Public Library and/or SaaS organization experience managing customer relationships
• 5 years of experience working in academic libraries or another similar market

It would be great if you also had…

• Knowledge of and proficiency with integrated library systems, discovery workflows and functions, including new technologies and applications that enhance information services in the library market.
• Ability to define and establish goals based on customer needs and our business capabilities, and execute a well-defined customer success and engagement plan 
• Self-starting, self-motivated, team player with an ability to work independently and collaboratively across multiple teams.
• Strong analytical and creative problem-solving skills.
• Track record of results and with an extremely high level of customer focus and passion.
• Excellent interpersonal, communication – spoken, written, listening -- and presentation skills.

What will you be doing in this role?...

• Build customer loyalty and reduce customer cancellations by understanding customers’ needs and building relationships with stakeholders.
• Monitor customer satisfaction, anticipate risk, identify trends and provide solutions to customer problems and challenges.
• Become a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide support to drive successful outcomes
• Communicate effectively and collaboratively to develop cross-functional partnerships within the business that guide customer engagement and success strategies.
• Design, develop and maintain customer education materials employing a high degree of instructional design competency.
• Drive growth: secure the existing business and identify expansion opportunities across a range of products and services
• Maintain knowledge of Information Solutions and eBook products and industry trends.

About the Team

Our A & G Customer Success team aligns within the Revenue organization. Our team is comprised of experienced colleagues across the Americas and around the globe who are passionate about helping academic, government and public institutions and libraries achieve their goals. What we do matters to librarians who need smoother paths to fulfilling their missions to help students, faculty, and researchers think forward. 

Hours of Work

• Full time, permanent
• Although duties are typically performed during normal business hours, occasional off-hours may be required
• Up to 10% travel is required

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled