Senior Customer Success Manager

Clarivate; United States; Remote; USD 60,000 - 110,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance customer satisfaction through strategic relationship management. This role involves building strong customer relationships, analyzing data to understand customer needs, and collaborating with cross-functional teams to improve the customer experience. The ideal candidate will have a proven track record in customer retention and growth support, ensuring that clients realize the full value of the company's offerings. Join this innovative firm to make a real impact on customer success and drive organizational improvements.

Qualifications

• 7+ years of relevant experience in customer relationship management.
• Strong analytical skills to understand customer needs and usage patterns.

Responsibilities

• Build and deepen customer relationships to drive long-term success.
• Analyze customer needs to develop strategic success plans.

Skills

Strategic Relationship Management

Customer Retention

Customer Insights & Strategy

Cross-Functional Collaboration

Growth Support

Strategic Leadership

Education

Bachelor’s Degree or equivalent

Job description

Job Responsibilities:

1. Strategic Relationship Management: Build strong and deepen customer stakeholder relationships, serving as a trusted advisor to meet unique needs and drive long-term success, while developing expertise in specific business areas and collaborating with internal teams to develop account strategy plans, share insights, and deliver regular business reviews to ensure progress against customers’ goals and priorities.

2. Customer Retention: Maximize customer retention through strategic relationship management and proactive value delivery.

3. Customer Insights & Strategy: Analyze customer needs and usage patterns to develop strategic success plans that ensure smooth onboarding, drive adoption, mitigate risks, and facilitate customer value realization, while also taking initiative to manage complex and prolonged support inquiries.

4. Cross-Functional Collaboration: Lead cross-functional initiatives as the voice of the customer to improve the customer experience, working closely with Product, Sales, and Operations teams to drive organizational improvements. Conduct internal reviews with relevant stakeholders to ensure continuous customer focus, commitment, and engagement, while providing accurate and value-added customer-facing information.

5. Growth Support: Drive expansion within accounts by identifying growth opportunities that align customer needs with product offerings.

6. Strategic Leadership: Promote team excellence by championing customer success best practices, mentoring team members, and designing process improvements that elevate program effectiveness.

Minimum Qualifications:

• Bachelor’s Degree or equivalent

• 7 Years of Relevant Experience

Job Category Summary:

Responsible for building and maintaining strong relationships with our customers to ensure their satisfaction and success with our products by analyzing data and monitoring performance.

At Clarivate, we are committed to providing equal employment opportunities for all 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.