Customer Success Manager, Academia & Government

Clarivate is seeking an energetic Customer Success Manager (CSM) to join our global Customer Success team within our Academia & Government segment. In this role, you will retain and grow existing business by proactively partnering with customers across the Academia & Government segment to drive measurable value from Clarivate solutions. You will build trusted, long-term relationships by deeply understanding customer goals, applying industry and product expertise, and supporting desired business outcomes. Leveraging strong attention to detail, you will identify early indicators of account risk, proactively mitigating issues and escalating to leadership as needed to ensure customer success and satisfaction.

About You – experience, education, skills, and accomplishments…

• Bachelor’s Degree required
• 5+ years of experience in Customer Success, Account Management, or a related role, supporting customers within academic libraries, government, higher education, K–12, public libraries, or publishing environments

It would be great if you also had…

• Master’s degree (MLIS)
• Ability to effectively interact at all levels of an organization and secure delivery of commitments
• Experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.)
• Ability to define and establish goals based on customer needs and our business capabilities and execute a well-defined customer success and engagement plan
• Ability to pick up insights within customer conversations and connect them to goals, customer success criteria, products or services defined in the role

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

• Relationship Building: Establish and maintain strong, long-term relationships with customer stakeholders.
• Customer Retention: Proactively engage with customers to ensure their ongoing satisfaction loyalty, and trust.
• Customer Insights: Gather and analyze customer feedback to inform customer success plans, improve product and service delivery.
• Risk Management: Identify potential risks and implement strategies to mitigate them.
• Cross-Functional Collaboration: Work closely with internal teams to align efforts and deliver a cohesive customer experience.
• Growth Support: Uncover growth opportunities by identifying alignment between customer needs and product offerings

About the Team

Our A & G Customer Success team sits within the Revenue organization. Our team is comprised of colleagues across the Americas and the globe who are passionate about helping higher education 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

• 40-50/week supporting customers in the CST time zone
• Hybrid work environment commutable to one of our US office locations in Ann Arbor, MI; Philadelphia, PA; Kansas City, KS; Tempe, AZ or Alexandria, VA

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At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.