Strategic Customer Success Executive - Remote

EBSCO Information Services, Inc.; Madison (WI); Remote; USD 82,000 - 117,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life and Dis/

Flexible spending accounts

Retirement Savings Plan

Paid Parental Leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services is seeking a Customer Success Executive to partner with Clinical Decisions customers, driving onboarding, adoption, and ongoing value realization. This fully remote role requires travel up to 40% and candidates near major airports, ideally Chicago or Denver, to support North Midwest and West Coast regions.

The role involves aligning product capabilities with customer needs, defining timelines and KPIs, and collaborating with Sales, Marketing, Product, and Editorial to

Qualifications

• Bachelor’s degree in health administration, information technology, or related field.
• Minimum of 5 years in project management, customer engagement, success, marketing, or support roles
• Strong understanding of clinical workflows, EHR systems, and SSO authentication protocols.
• Medical experience to provide a clear understanding of clinical workflow
• Proven track record of successfully managing complex implementation projects.
• Excellent written and oral communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a POD-style team.
• This is a fully remote role and travel up to 40% of the time.
• 7 years of experience in project management and healthcare industry.
• Clinical informatics background and knowledge of healthcare industry trends.

Responsibilities

• Review each customer’s Value Hypothesis and align product capabilities to stated needs and success metrics.
• Establish clear timelines and KPIs to guide value realization.
• Serve as a trusted advisor to proactively deliver recommendations that enhance outcomes and demonstrate product impact.
• Define onboarding goals, deliver change management support, and coordinate with the Clinical Implementation team.
• Support awareness campaigns and provide product training to ensure users understand key features and use cases.
• Empower internal product champions and share self-service resources to promote internal adoption.
• Lead the end-to-end onboarding process for EBSCO Clinical Decisions products.
• Provide expert guidance during the implementation, coordinating with IT teams for EHR integration, SSO, HL7, MDM.
• Manage Implementation timelines, resources, and budgets to ensure milestones are met.
• Monitor and report on Implementation progress, risks as needed.
• Train the trainer model for superusers, admins, and end-users to maximize utilization.
• Deliver proactive, data-driven engagement strategies across lifecycle.
• Monitor product usage against KPIs and intervene to prevent churn.
• Conduct regular business reviews to track performance and identify upsell opportunities.
• Manage renewal process and align internal teams for retention and expansion.

Skills

Communication skills

Analytical skills

Problem-solving

Independent worker

Team collaboration

Travel readiness

Education

Bachelor's degree

Job description

EBSCO Information Services is seeking a Customer Success Executive to partner with Clinical Decisions customers, driving onboarding, adoption, and ongoing value realization. This fully remote role requires travel up to 40% and candidates near major airports, ideally Chicago or Denver, to support North Midwest and West Coast regions.

The role involves aligning product capabilities with customer needs, defining timelines and KPIs, and collaborating with Sales, Marketing, Product, and Editorial to