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For Companies At a Glance
- Tasks: Support and grow key customer relationships while driving value from our library software solutions.
- Company: Join a global team at Clarivate, dedicated to helping higher education institutions succeed.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Be part of a passionate team that values collaboration and continuous improvement.
- Why this job: Make a real impact by helping customers achieve their goals with innovative software solutions.
- Qualifications: 5 years in Customer Success or Account Management; experience with library software is a plus.
The predicted salary is between 50000 - 60000 £ per year.
We are looking for an experienced Customer Success Manager to join our global Customer Success team! The main purpose of the Customer Success Manager is to retain an assigned book of business, identify and mitigate risk, and support the growth of key customers. Working proactively with customers, you will help drive value derived from the library software solutions by supporting their desired business outcomes. You will add value and build trusting, lasting relationships by applying industry and product knowledge, relevant experience, and a deep understanding of your customers. Utilizing your strong attention to detail, you will identify early indicators of account risk, proactively mitigating and escalating to leadership when necessary.
About You – Experience, Education, Skills, And Accomplishments
- Bachelor’s degree in related field or equivalent work experience.
- 5 years of Customer Success, Account Management or similar experience managing customer relationships.
- Technical experience with library software solutions from Ex Libris, such as Alma, PrimoVE or Leganto or similar library solution(s); background in academic libraries, government, or higher education.
- 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.
- Experience providing online training and/or customer support in a similar information services or SaaS organizations that sell to the academic library market.
What will you be doing in this role
- Become a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide the support needed to attain stated outcomes.
- Deliver an exceptional customer experience: ensure customers are deriving value from Ex Libris (part of Clarivate) products and services; work with colleagues across the organization to ensure swift issue resolution.
- Oversee customer training & implement customer adoption strategies to maximize usage, satisfaction, and ROI.
- Drive growth: secure the existing business and identify expansion opportunities across the range of products and services offered by Clarivate.
- Provide high‑level governance and operational oversight: establish and maintain effective internal working relationships by coordinating with geographically distributed virtual matrix teams across multiple business verticals and functions, including Sales, Finance, Product Management, Product Marketing, Software Support, Professional Services, and Customer Service; conduct internal reviews with relevant stakeholders to ensure continuous customer focus, commitment and engagement.
- Deliver regular business reviews: collaborate with Sales and other internal partners to coordinate and deliver regular reviews of progress against documented goals, priorities, and success criteria to key customer operational contacts and decision‑makers.
- Support the Customer Success mission: assist Customer Success leadership by identifying, leading, and reporting on key initiatives to further the mission and expansion of Customer Success within Clarivate.
- Partner and Mentor: support goal of best‑in‑class team by sharing knowledge in areas of expertise; provide input to leadership on areas of potential improvement.
About the Team
Our A & G Customer Success team sits within the Revenue organization. Our team is comprised of colleagues across the Americas and the globe who are passionate about helping higher education institutions and libraries achieve their goals. What we do matters to librarians who need smoother paths to fulfilling their missions to help students, faculty, and researchers think forward.
Hours of Work
This is a full‑time, permanent position based in UK. This role will require hybrid working from our London or Cambridge offices (2‑3 days per week in office, rest of week remote). This position requires weekday (Monday‑Friday) attendance with some scheduling flexibility available to adjust to various global time zones as needed.
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.
Customer Success Manager in Cambridge employer: Clarivate
Contact Detail:
Clarivate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Cambridge
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Clarivate on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching common Customer Success scenarios. Think about how you would handle specific challenges and be ready to share your experiences. We want to see how you can add value!
✨Tip Number 3
Show off your passion for customer success! During interviews, highlight your commitment to helping customers achieve their goals. Share stories that demonstrate your proactive approach and problem-solving skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at Clarivate.
We think you need these skills to ace Customer Success Manager in Cambridge
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Success Manager role. Highlight your experience in managing customer relationships and any relevant technical skills, especially with library software solutions. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer success and how you can help our customers achieve their goals. Be sure to mention any specific experiences that relate to the job description.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics or examples to demonstrate how you’ve driven value for previous customers. This will help us see the impact you can make at StudySmarter.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Clarivate
✨Know Your Customer Success Stuff
Make sure you brush up on your Customer Success knowledge, especially in relation to library software solutions like Alma or PrimoVE. Be ready to discuss how you've helped customers achieve their goals in the past and how you can apply that experience to this role.
✨Show Off Your Relationship-Building Skills
This role is all about building trust with customers. Prepare examples of how you've developed strong relationships in previous positions. Think about specific instances where you turned a challenging situation into a positive outcome for a customer.
✨Be Ready to Discuss Risk Management
Since identifying and mitigating risk is key, come prepared with examples of how you've proactively managed account risks before. Highlight your attention to detail and any tools you've used to monitor customer health.
✨Demonstrate Your Training Experience
As part of the role, you'll be overseeing customer training. Be ready to talk about your experience providing training or support, especially in a SaaS environment. Share any strategies you've used to ensure customers get the most out of the products.