Senior Manager, Customer Success

Job Description

We are looking for a strategic, customer focused and growth-oriented Manager, Customer Success to join our global team. Our team has been undergoing a transformational change from product trainers to being trusted advisors for our academic library market customers.

About you – experience, education, skills, and accomplishments

• Higher education or at least 7 years of equivalent customer success experience.

• Prior responsibility leading a Customer Success team and defining and implementing performance metrics to guide team objectives, monitor progress, and drive continuous improvement.

• Led short-term change management efforts, facilitating the adoption of new systems and workflows by aligning stakeholders, delivering targeted communications, and minimizing disruption during transitional phases.

• Ability to establish and communicate team goals that support and advance team and department objectives; establish metrics or other performance measures to track progress.

• High motivation, dedication, and ambition to build a career at Clarivate.

It would be great if you also had . . .

Fluency in English and proficient in another language, relevant to the posted location and surrounding region.

What will you be doing in this role?

• Team Leadership & Development: Manage and develop a team of Customer Success Managers through coaching, performance management, and skill development while implementing established success metrics and methodologies

• Strategic Execution: Drive implementation of customer success strategies across the team's assigned accounts, ensuring adherence to established methodologies and processes that enhance retention and customer value

• Performance Management: Drive team performance against success metrics, providing regular reporting and insights to senior leadership on customer health, commercial impact, and team effectiveness

• Operational Excellence & Project Leadership: Lead strategic initiatives and process improvement projects that benefit the broader customer success organization while implementing and optimizing standardized practices to enhance team efficiency

• Cross-functional Coordination: Collaborate with peer managers and department leads in Sales, Product, Support, Marketing, and Operations to resolve customer challenges and ensure consistent service delivery

About the Team

We are a global leader in providing innovative information content and technologies that increase the productivity of students, scholars, research professionals and the libraries that serve them. We are committed to empowering research worldwide through strategic acquisition, management, and discovery of information collections for academic, government, corporate, school, and public libraries.

Hours of Work