Customer Success Manager (Higher Education & Academic Libraries)

Overview

As a Customer Success Manager in the Content Solutions team, you will act as a trusted advisor for Higher Education and Academic Library clients, driving satisfaction, retention and growth across your portfolio. You will nurture long-term relationships, support product adoption, and collaborate with cross-functional teams to deliver exceptional experiences. This role sits within the Academia and Government Content group, with hybrid options in Cambridge or London, and offers exposure to Clarivate products and a mission to empower scholarly communities. You will shape how universities and research institutions leverage our content solutions to advance teaching, learning and research impact.

Responsibilities

• Establish and maintain strong relationships with key customer stakeholders
• Drive customer retention through proactive engagement and value realization
• Gather and analyze customer feedback to inform success plans
• Identify and mitigate risks to customer success
• Collaborate cross-functionally to deliver cohesive customer experiences
• Support expansion by increasing product usage and value within accounts

Key requirements

• At least 5 years of experience in Customer Success or related roles (Academic Libraries or customer-facing roles)
• Degree in Library and Information Science or related field, or equivalent experience in academic libraries
• Experience in UK Higher Education sector (academic libraries, research institutions, or teaching and learning environments)
• Strong understanding of research, teaching, learning workflows, scholarly resources, and digital information tools
• Experience in SaaS, information services, publishing, research, or education technology organizations (preferred)
• 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 (preferred)

• Relationship building
• Customer focus
• Cross-functional collaboration
• SaaS familiarity
• Knowledge of scholarly resources and digital information tools
• Experience with Clarivate products

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