Customer Success Manager (Higher Education & Academic Libraries)

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 SaaS, 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:   

This position will 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).