Senior Manager, Customer Success

Manager, Customer Success

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 . . .

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

Hours of Work