Customer Success Manager - IP

Clarivate is seeking a dynamic Customer Success Manager (CSM) to join our esteemed global Customer Success team. In this role, you will be involved in ensuring Clarivate's products and services deliver on what is promised, ensuring that customers fully utilize the products and services to achieve Return on Investment, as well as providing optimal customer experience. You will have a foundational understanding of the industry and will work to gain basic product knowledge and an understanding of your assigned Customer’s needs, dedicated to fostering their success and supporting their needs. Serving as a conduit between customers and the wealth of resources and services at their disposal, the CSM enriches the customer journey, ensuring alignment with their objectives.  

 
You will add value and build trusting, lasting relationships with our top customers by applying industry and product knowledge, relevant experience, and a deep understanding of your customer’s mission and objectives. Utilizing your strong attention to detail, you will identify early indicators of account risk and proactively mitigate and escalate to leadership when necessary. If this sounds like an opportunity you are interested in, then we would love to talk to you!

About You – experience, education, skills, and accomplishments 

• Bachelors’ degree or equivalent relevant work experience related to the job, preferably Intellectual Property

• 5+ years of experience working with customer success or relationship management 

• Experience with Intellectual Property products or services 

It would be great if you also had… 

• Extensive experience in Intellectual Property management  

• Exceptional written and verbal communication skills, coupled with strong interpersonal abilities to interact professionally with diverse personalities and cultures, fostering resolution and robust relationships 

• Outstanding investigative and problem-solving skills, adept at analyzing, comparing, evaluating, reconciling, and organizing data 

• Proven ability to engage effectively at all organizational levels and ensure the fulfillment of commitments 

• Familiar with using Customer Success software platforms (e.g., Salesforce.com), with the capability to define and establish goals based on customer needs and business capabilities, and to develop and execute comprehensive customer account success and engagement plans 

• Skilled at identifying insights during customer interactions and strategically aligning them with goals, success criteria, and the products or services outlined in the role 

• Proficient in Microsoft Office, particularly PowerPoint, with the ability to create clear and digestible presentations. 

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What will you be doing in this role? 

• Become a trusted advocate/advisor to customers: gain insight, offer recommendations, manage expectations and provide the support needed to attain defined outcomes 

• Deliver an exceptional customer experience: ensure customers are deriving value from products and services; work with colleagues across the organization to ensure swift issue resolution 

• Oversee customer training and implement adoption strategies to maximize usage, satisfaction, and ROI by collaborating with key customer contacts to develop training plans and schedules, and coordinating with the Clarivate training team to ensure all customer training needs are met. 

• Drive growth: secure the existing business and identify expansion opportunities across the range of products and services offered by Clarivate 

• Proactive outreach to customers: Develop customer ready presentations in accordance with Clarivate branding, send prescribed outreach to appropriate customers, and utilize social platforms to identify potential new users. 

• Provide high-level governance and operational oversight: establish and maintain effective internal working relationships by coordinating with geographically distributed virtual matrix teams across multiple business verticals and functions, including Sales, Finance, Product Management, Product Marketing, Software Support, Professional Services, and Customer Service; conduct internal reviews with relevant stakeholders to ensure continuous customer focus, commitment and engagement 

• Deliver regular business reviews: collaborate with Sales and other internal partners to coordinate and deliver regular reviews of progress against documented goals, priorities, and success criteria to key customer operational contacts and decision-makers 

• Support the Customer Success mission: assist Customer Success leadership by identifying, leading, and reporting on key initiatives to further the mission and expansion of Customer Success within Clarivate 

• Partner and Mentor: support goal of best-in-class team by sharing knowledge in areas of expertise; provide input to leadership on areas of potential improvement 

About the Team  

In this pivotal role, the CSM collaborates closely with our Sales, Product Management, Professional Services, Finance, Operations, Marketing, and other Customer Success teams. This position is a highly collaborative role reporting to the Director of Customer Success. 

Hours of Work 

• Full time, permanent 

• Although duties are typically performed during normal business hours, occasional off-hours may be required 

• Up to 25% travel is required; Customer Travel & Represent Clarivate at trade events as deemed appropriate by management 

• This is a hybrid position working 2 days a week in one of our Clarivate offices in the United States 

Compensation - US Only

The expected base salary for this position is $80,000 - $105,000 USD per year.  This role is eligible for bonus earnings.  Individual pay is based upon experience, education, skill and ability, expertise, and relevant factors. 

In addition to a competitive remuneration package, you will be eligible to participate in a benefits package that includes medical, dental, prescription drug, life insurance, 401k with match, long term disability coverage, vacation, sick time, volunteer time, discount programs, and many more. 

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