Customer Success Manager, Academia & Government

Clarivate • Alexandria, VA

9d • Hybrid

About The Position

Clarivate is seeking an energetic Customer Success Manager (CSM) to join our global Customer Success team within our Academia & Government segment. In this role, you will retain and grow existing business by proactively partnering with customers across the Academia & Government segment to drive measurable value from Clarivate solutions. You will build trusted, long-term relationships by deeply understanding customer goals, applying industry and product expertise, and supporting desired business outcomes. Leveraging strong attention to detail, you will identify early indicators of account risk, proactively mitigating issues and escalating to leadership as needed to ensure customer success and satisfaction.

Requirements

• Bachelor’s Degree required
• 5+ years of experience in Customer Success, Account Management, or a related role, supporting customers within academic libraries, government, higher education, K–12, public libraries, or publishing environments

Nice To Haves

• Master’s degree (MLIS)
• Ability to effectively interact at all levels of an organization and secure delivery of commitments
• Experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.)
• Ability to define and establish goals based on customer needs and our business capabilities and execute a well-defined customer success and engagement plan
• Ability to pick up insights within customer conversations and connect them to goals, customer success criteria, products or services defined in the role

Responsibilities

• Establish and maintain strong, long-term relationships with customer stakeholders.
• Proactively engage with customers to ensure their ongoing satisfaction loyalty, and trust.
• Gather and analyze 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level