Customer Success Manager

Clarivate

Customer Success Manager in Academia & Government focusing on customer satisfaction and value creation. Strengthening relationships and identifying growth opportunities for Clarivate solutions.

Posted 4/15/2026full-timeAnn Arbor • Arizona, Kansas, Missouri, Pennsylvania, Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SFDC

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
Master’s degree (MLIS) (preferred)
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.

Benefits

Comp & perks

Hybrid work environment
Equal employment opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementCustomer feedback analysisRisk identificationCustomer success planningGoal definitionCustomer engagement

Soft Skills

Relationship buildingProactive engagementInterpersonal communicationOrganizational skillsProblem-solvingInsight gathering

Certifications

Bachelor’s DegreeMaster’s degree (MLIS)