Customer Success Manager

MediSolution; Utah; Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Meaningful perks

Flexibility

Culture of curiosity

Job summary

SirsiDynix is seeking a Customer Success Manager to serve as the primary liaison and advocate during CloudSource implementation and beyond. After go‑live, you will manage ongoing customer relationships, maximize usage, and ensure satisfaction across the library ecosystem.

You will collaborate with the implementation, support, and library relations teams, reporting to the SVP of Content Solutions. A BA/BS and library industry experience are required.

Qualifications

• BA/BS Degree required.
• Experience in the library industry, particularly with electronic content and publishing.

Responsibilities

• Acts as a customer liaison and advocate from project kickoff.
• Assist with project profiling and integration planning.
• Advise on CloudSource integration across library website and discovery apps.
• Support team to troubleshoot connectivity, search results, and functionality issues.
• Maximize user visibility and usage of CloudSource.
• Owns relationship with the customer post-implementation; drive continued value.
• Communicate product features for new releases and facilitate adoption.
• Identify insights and trends impacting customer success; guide customers through changes.
• Provide internal feedback to improve CloudSource offerings.
• Collaborate with cross-functional teams to drive better results.
• Escalation point for customers to ensure smooth relationships.
• Maintain in-depth knowledge of CloudSource and its applications.

Skills

Discovery platforms

Web conferencing

MS Office

PowerPoint

AI tools for communication

Explain technical solutions

Multitasking

Written communication

Independent work

Education

BA/BS Degree

Tools

MS Teams

Outlook

Excel

Copilot

Job description

This posting is for SirsiDynix, Harris company. It is a full-time fully remote position in the US or Canada. The Customer Success Manager (CSM) will be primarily responsible for serving as the primary liaison and customer advocate throughout CloudSource implementation and beyond. After go-live, the CSM will serve as the primary company liaison for customers, maximizing ongoing usage and satisfaction with CloudSource. This position reports to the SVP of Content Solutions and coordinates activities with the implementation team, the support team, and library relations managers.

Essential Functions

• Acts as a customer liaison and advocate, beginning with the initial contact during the project kickoff call;
• Assists with project profiling;
• Offers advice on integration of CloudSource in all pertinent areas of the library’s website and discovery applications;
• Assists Support team to field questions and troubleshoot connectivity issues, search results, functionality, integration, etc.;
• Ensures that CloudSource is delivered in a way that maximizes user visibility and usage.
• Owns overall relationship with the customer once the implementation phase is completed;
• Establishes a trusted and strategic advisor relationship with clients to help drive continued value of CloudSource;
• Effectively communicates application features and product information for new releases and facilitates their adoption;
• Proactively identifies insights, trends, system configurations, or system outputs that impact the customer’s success;
• Collaborates with the customer if any of these elements require additional focus, and effectively guides customers through the changes required to achieve optimal results;
• Represents the voice of the customer and provides internal feedback on how CloudSource products and solutions can better serve our customers;
• Collaborates closely with cross-functional teams at SirsiDynix to drive better results;
• Acts as an escalation point for the customer to ensure smooth maintenance of the successful relationship;
• Maintains in-depth knowledge of CloudSource and its business applications, including business issues that it may solve.
• Perform other duties as assigned.

Knowledge and Skills

• Proficiency in discovery and content platforms
• Proficiency with web conferencing technology
• Proficiency with Microsoft software (Teams, Outlook, Excel, Copilot, etc.)
• Proficiency with creating presentations using MS PowerPoint or similar applications
• Familiarity and the desire to learn and effectively use AI tools for communication, validating customer input, monitoring customer usage, and ongoing assessment of AI process to improve workflows and customer satisfaction
• Ability to explain technical solutions to a non-technical audience
• Ability to work comfortably across high volumes of phone, email, and face-to-face interactions
• Ability to manage many individual tasks simultaneously
• Excellent written and verbal communication skills
• Ability to work independently with strong organizational skills and self-motivation

Education and Experience

BA/BS Degree required.

Experience in the library industry, particularly with electronic content and publishing.

Salary Range

$75,000 - $85,000 USD per year.

Benefits and Culture

• competitive compensation and benefits package
• meaningful perks
• flexibility
• culture that values people, curiosity, and having fun while doing great work

At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy.

Harris is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants who require a reasonable accommodation due to a disability may contact us by email at [e-mail].

Accommodation requests may be made at any time.

This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status.

Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws

Our commitment to fair and equitable hiring.

As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.