At a Glance
- Tasks: Build strong relationships with academic customers and drive their success and satisfaction.
- Company: Join a leading content solutions team in a collaborative environment.
- Benefits: Flexible hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a diverse team across Europe, dedicated to enhancing customer experiences.
- Why this job: Make a real impact in higher education by supporting libraries and academic institutions.
- Qualifications: 5+ years in customer success or academic libraries; degree in Library Science preferred.
The predicted salary is between 45000 - 55000 £ per year.
We are looking for an experienced
Customer Success Manager (CSM) to join our Content Solutions team in Cambridge or London (UK).
As a trusted advisor to Higher Education and Academic Library customers, you will be responsible for driving customer satisfaction, retention, and growth across an assigned portfolio.
You will build strong customer relationships, support product adoption, identify opportunities for expansion, and collaborate cross functionally with internal teams to deliver an exceptional customer experience.
About You – Experience, Education, Skills, And Accomplishments.
- At least 5 years of experience in Customer Success, Academic Libraries, or other customer-facing roles.
- Degree in Library and Information Science, or a related field, or equivalent experience working within academic libraries.
- Experience working within the UK Higher Education sector, including academic libraries, research institutions, or teaching and learning environments.
- Strong understanding of research, teaching, and learning workflows, scholarly resources, and digital information tools.
It would be great if you also have . .
- Experience working for a Saa S, information services, publishing, research, or education technology organization.
- Knowledge of academic library operations, collection development, research support, or scholarly communication.
- Experience supporting universities, research institutions, or academic consortia.
- Fluency in an additional European language.
What will you be doing in this role?
- Relationship Building: Establishing and maintaining strong, long-term relationships with key customer stakeholders.
- Customer Retention: Proactively engaging with customers to ensure their ongoing satisfaction, loyalty, and trust.
- Customer Insights: Gathering and analyzing customer feedback to inform customer success plans, improve product and service delivery.
- Risk Management: Identifying potential risks to customer success and implementing strategies to mitigate them.
- Cross-Functional Collaboration: Working closely with internal teams to align efforts and deliver a cohesive customer experience.
- Growth Support: Assisting in the expansion of the customer’s use of products and services, thereby driving growth within the assigned territory.
About the team
Thispositionwill be part of the Academia and Government Content team and report to the Director, Customer Success based in Spain.
The EMEA Customer Success for Academia and Government Content Solutions is a team of 10 located all over Europe and the Middle East.
Most of us are librarians or have extensive library industry experience, along with strong knowledge of Clarivate products.
We work closely together with customers, especially universities and research institutes in the region.
We are part of the Global Customer Success team, supporting academic customers around the world.
Hours of Work
This is a permanent, full-time position that can be based in multiple locations, including Cambridge and London (hybrid working model).
At Clarivate, we are committed to providing equal employment opportunities for all qualified 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.
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Customer Success Manager (Higher Education & Academic Libraries) employer: Clarivate
At Clarivate, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our Customer Success Managers enjoy the flexibility of a hybrid working model in vibrant locations like Cambridge and London, alongside opportunities for professional growth within a supportive team of industry experts. With a commitment to employee development and a focus on meaningful customer relationships, we empower our staff to make a real impact in the Higher Education sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (Higher Education & Academic Libraries)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Clarivate. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Clarivate before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (Higher Education & Academic Libraries)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Clarivate:Your cover letter is your chance to shine! Tell us why you want to work at Clarivate specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Clarivate!
How to prepare for a job interview at Clarivate
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
