Sr Customer Success Mgr I

EBSCO Information Services; Juneau (AK); Remote; USD 77,000 - 111,000; Full time

Job summary

Join a leading company as a Customer Success Manager where you will engage with clients in the healthcare sector to ensure seamless onboarding and product adoption. Your strong communication skills and understanding of clinical workflows will be vital in nurturing long-term relationships and maximizing customer value. This role offers a competitive salary and generous benefits supporting your well-being and professional growth.

Benefits

Medical, Dental, Vision Insurance

Retirement Savings Plan

Paid Parental Leave

Flexible Spending Accounts

Holidays and Paid Time Off (PTO)

Mentoring Program

Qualifications

• 3+ years in customer engagement, success, marketing, or support roles.
• Experience with clinical software implementations.
• Excellent writing and communication skills.

Responsibilities

• Monitor product usage against key performance metrics.
• Develop customer-facing collateral and success plans.
• Provide proactive touchpoints and relationship management.

Skills

Customer Engagement

Clinical Workflows

Communication Skills

Project Management

Client Interaction

Education

Bachelor’s degree (BA or BS)

Job description

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we’re driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information — when, where and how people need it. We’re seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.

Your Opportunity

Customer Success Managers (CSMs) partner with EBSCO Clinical Decisions customers to ensure successful onboarding, product adoption, and long-term value realization of EBSCO solutions. This role supports customers specifically in the Central Region and plays a key role in regional strategy and success execution.

Acting as the primary point of contact post-sale, CSMs collaborate with internal teams—including Sales, Marketing, Clinical Implementation, Product, and Editorial—to deliver a seamless and value-driven customer experience. The Customer Success Manager will ensure consistent service delivery across tiers and regional alignment.

What You'll Do

Monitor product usage against key performance metrics to gauge engagement and product uptake; identify risks and provide interventions as needed

Develop and maintain customer facing collateral, including user guides, integration guides, tutorials, and other engagement materials.

Develop custom success and engagement plans for key accounts to follow their onboarding and implementation process; maintain transparency across sales and support teams to ensure the customer has a seamless journey with EBSCO.

Provide proactive touchpoints and relationship management to key accounts; develop large scale communication and engagement plans to reach all Clinical Decisions customers throughout their EBSCO product life cycle.

Work alongside the Clinical Implementation team to help oversee implementation as a part of the overall post-sales support.

About You

• Bachelor’s degree (BA or BS)

• 3+ years in customer engagement, success, marketing, or support roles

• Strong understanding of clinical workflows and clinician challenges

• Skilled in presenting complex software solutions and managing cross-functional projects

• Experience with clinical software implementations or healthcare environments

• Experience in providing first value to customers by understanding what customers are looking for in terms of a clinical solution

• Excellent client-facing communication and relationship-building skills

• Strong writing, proofreading, and engagement campaign execution skills

• Experience working in a team/POD environment, with a strong understanding of collaboration, project management, and overseeing key handoffs and the overall development of a customer.

• Experience working in medical software implementations or in a clinical environment

• Excellent communication and client interaction skills

• Technology acumen to triage and discuss customer integration questions

• Experience writing and proofing copy, adhering to style guidelines, and using email distribution tools

Pay Range

USD $77,380.00 - USD $110,540.00 /Yr.

The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location.

EBSCO provides a generous benefits program including:

-Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts

-Retirement Savings Plan

-Paid Parental Leave

-Holidays and Paid Time Off (PTO)

-Mentoring program

And much more! Check it out here: https://www.ebsco.com/about/benefits

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

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Location US-Remote

ID 2025-1753

Category Customer Satisfaction

Position Type Full-Time Regular

Remote Yes