Customer Success Manager

About Clarivate:

Clarivate is a global leader in providing solutions for higher education institutions and libraries. Our team is passionate about helping these organizations achieve their goals, supporting librarians in their mission to serve students, faculty, and researchers. We offer a collaborative and supportive work environment where your contributions truly make a difference.

About the Role:

As a Customer Success Manager, you'll be a key player in retaining our existing business, identifying and mitigating risks, and fostering growth with key accounts. You'll work proactively with clients to ensure they maximize the value of Clarivate's Academic and Government solutions, aligning with their business objectives.

What You'll Do:

• Become a trusted advisor to clients, offering insights, recommendations, and support to achieve their goals.
• Deliver exceptional customer experiences, ensuring clients see the value in Clarivate products and services. Collaborate with colleagues to resolve issues quickly.
• Oversee customer training and implement adoption strategies to boost usage, satisfaction, and ROI.
• Drive growth by securing existing business and identifying expansion opportunities across our product and service range.
• Provide high-level governance and operational oversight. Maintain effective internal relationships by coordinating with various teams (Sales, Finance, Product Management, etc.) and conducting internal reviews to ensure customer focus.
• Deliver regular business reviews with Sales and other partners, tracking progress against goals and sharing updates with key customer contacts.
• Support the Customer Success mission by leading initiatives and reporting on key progress.
• Partner and mentor colleagues, sharing expertise and providing input to leadership on improvements.

What We're Looking For:

• Required: Bachelor's degree in Library Information Science or a related field.
• Required: At least 5 years of customer-facing experience (Customer Success, Account Management, or similar).
• Required: Experience with library software solutions (e.g., Ex Libris Alma, PrimoVE, Leganto, or similar).
• Required: Fluency in both Spanish and English.
• Preferred: Master's degree.
• Preferred: Experience with Customer Success software platforms (Salesforce, Gainsight, etc.).
• Preferred: Background in academic libraries, government, or higher education.

Benefits:

• Full-time, permanent position.
• Hybrid work model based in Spain.
• Weekday schedule with flexibility to accommodate global time zones.
• Opportunity to make a significant impact in a supportive and collaborative environment.