Manager, Customer Success

We are looking for an experienced Manager, Customer Success to join our global Academia and Government team! The Manager, Customer Success will manage the delivery of the customer service experience, support customer retention, and enhance Clarivate brand values.

In this role you will also lead a team and help drives sales activity for assigned product lines within an assigned territory, coaching and providing expertise to your team and meeting targets for service levels. The Manager of Customer Success drives overall customer satisfaction and retention for the Academia & Government organization for Ex Libris Library Software customers that form part of Clarivate. The Manager will lead the team of Customer Success Managers responsible for ensuring customers achieve value with their Library Software solutions in alignment with customer business objectives and desired outcomes. The Manager of Customer Success will have an authentic ability to motivate individuals to succeed and make a remarkable organizational impact.

If this sounds like an opportunity you are interested in, then we would love to talk to you!

About You – experience, education, skills, and accomplishments.

• Bachelor’s degree in related field / or equivalent work experience.
• At least 7 years of experience in customer success and/or relationship management, especially in the use of software solutions, ideally in a similar industry.

It would be great if you also had . . .

• Previous experience managing a team.
• Advanced degree in Library Science or related field.
• Experience with MS Office (Excel, Word and PowerPoint) and tools such as Salesforce.
• Experience working with library software or similar technology.

What will you be doing in this role?

• Leads a team of Customer Success professionals in EMEA responsible for engagement and adoption across our Library Software business resulting in customer satisfaction and retention.
• Drives collaboration across the Customer Success organization as well as alignment across other customer-facing functions such as sales, product, implementation, customer education, and support.
• In collaboration with leadership, drives execution of a scalable customer success program intended to ensure high levels of engagement across the customer organization to build relationships and ensure measurable value is achieved with products.
• Monitors KPIs associated with CS professionals on EMEA team to ensure they align with program requirements and business goals.
• Actively and consistently collaborates with cross functional and geographically dispersed teams identifying opportunities for optimizing existing processes and procedures. To that end, actively partners with other leaders to help our customers realize value in order to drive retention.
• Proactively identifies and plans for retaining “at risk” customers and interfaces with Account Management and Renewal teams in support of customer retention and renewal success.
• Hires, motivates, coaches, and develops Customer Success team in EMEA, enhancing their collective and individual ability to serve as trusted partners to the regional sales leadership teams, product organization, and other teams as needed.
• Analyzes trends in Customer Satisfaction feedback, developing clear action plans and recommendations for improving existing processes and products.
• Drives customer understanding of products and initiatives to improve sales and customer retention; actively participates in market-facing and customer-facing activities and events.

About the Team

The role reports to the Senior Director, Customer Success, based in US.

You will join a global team of Customer Success experts that support the Academic & Government business collaborating with all org functions, such as: Renewals, Product, Global Sales & Marketing, and IT through our management team.

The team works with market leading products for academic and public libraries.

Hours of Work

This is a full-time, permanent position based in UK and will require weekday (Monday - Friday) attendance with some scheduling flexibility available to adjust to various global time zones as needed. The teams you will work with are primarily located in EMEA, APAC and Americas.

#LI-Hybrid, #LI-Remote

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.