Customer Success Manager

Clarivate; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading information services provider based in London is seeking a Customer Success Manager to build strong relationships with academic customers. This role involves analyzing customer feedback to enhance service delivery and identifying growth opportunities. The ideal candidate should have a Bachelor's degree in library information science and substantial experience in customer success within the SaaS or information services sectors. Hybrid working is required, with some travel involved.

Qualifications

• 5-7 years of experience in customer success or similar roles.
• Experience in information services or SaaS organizations.
• Knowledge of the Higher Education sector in the UK.

Responsibilities

• Establish and maintain strong relationships with customers.
• Gather and analyze customer feedback.
• Identify potential risks and implement mitigation strategies.
• Design and develop customer education materials.

Skills

Customer relationship management

Communication skills

Analysis of customer feedback

Knowledge of library systems

Education

Bachelor’s degree in library information science or related fields

Tools

MS Office (Excel, Word, PowerPoint)

Job description

The Customer Success Manager (CSM) partners with customers in their assigned book of business to ensure retention, identify and mitigate risks, and support organic growth. By leveraging industry and product knowledge, along with business insights, the CSM communicates effectively and develops trusted relationships with customers. This role is pivotal in ensuring customer satisfaction and loyalty, which in turn drives revenue and ensures retention.

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

• Bachelor’s degree in library information science or related fields.
• 5-7 years of experience providing a similar role (customer success, education or customer experience) in an information services or SaaS organizations that work with the academic library market.

It would be great if you also had …

• Experience with working of the Higher Education sector in the UK, especially academic libraries
• Previous experience in a library operations or customer facing role.
• Knowledge of library systems and functions, including new technologies.
• Experience with MS Office (Excel, Word, and PowerPoint).
• Prior experience teaching or training others, especially in a technical context.
• Experience using academic search engines and integrated library systems and discovery workflows.
• Knowledge of other European Languages

What will you be doing in this role?

• Establish and maintain strong, long-term relationships with customer stakeholders.
• Proactively engage with customers to ensure their ongoing satisfaction loyalty, and trust.
• Gather and analyse customer feedback to inform customer success plans, improve product and service delivery.
• Identify potential risks and implement strategies to mitigate them.
• Work closely with internal teams to align efforts and deliver a cohesive customer experience.
• Uncover growth opportunities by identifying alignment between customer needs and product offerings
• Maintain a high degree of knowledge of the products assigned and enthusiastically seek to learn new products, functionality and expand your service offerings.
• Design, develop and maintain customer education materials and platforms, and employ a high degree of instruction design competency and expertise to develop customer education materials and assets.
• Deliver presentations at conferences and other events as requested.

About the Team

The role reports to the Manager, Customer Success, based in Spain.

The Content Customer Success EMEA team, for Academia and Government is a team of 11 located all over Europe and the Middle East. Most of us are librarians or have a good library industry experience and great knowledge on Clarivate products. We work closely together with customers, especially universities and research institutes and other internal colleagues in the region. We are part of the Global Customer Success team, supporting academic customers around the world.

Hours of Work

This is a full-time permanent position based in London or Cambridge and will require hybrid working.

This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.

This position will require approximately 20%-30% travel.

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.