We are looking for a Customer Success Manager to join our Customer Success Team in Ann Arbor or Philadelphia (hybrid). This is an amazing opportunity to work with innovative library software solutions used by public library systems. The team consists of Customer Success professionals across North America and reports to the Manager, Customer Success. We have a strong focus on customer strategy, retention, and product adoption, and we would love to speak with you if you have experience within library systems and customer relationship management environments.
About You – experience, education, skills, and accomplishments
- Bachelor’s degree or equivalent, relevant work experience
- Minimum 5 years of experience managing customer relationships and driving retention within public or academic library systems
- At least 2+ years of experience using CRM systems in a customer-facing environment
It would be great if you also have . . .
- Master’s degree in library science (MLS)
- Experience working with library software systems
- Experience working with customer feedback, insights, and success planning
- Ability to manage multiple customer accounts simultaneously
What will you be doing in this role?
- Build and maintain strong, long-term relationships with customer stakeholders
- Drive customer retention, satisfaction, and loyalty through proactive engagement
- Gather and analyze customer feedback to improve service delivery
- Identify risks to customer success and implement mitigation strategies
- Collaborate cross-functionally to ensure seamless customer experience
- Support growth by expanding customer adoption of products and services
Product you will be supporting
You will support innovative library software solutions used by public institutions. These platforms are critical to helping libraries manage resources, improve access to information, and deliver value to their communities. This requires understanding customer goals and ensuring the software aligns with their strategic plans.
About the Team
Our Customer Success team works with library systems across North America, providing strategic guidance and support to ensure maximum value from our products. Each Customer Success Manager serves as one of the primary points of contact, managing a portfolio of customers.
The team partners closely with Account Managers and other internal stakeholders to proactively address challenges, improve customer outcomes, and drive long-term success. Regular customer engagement includes quarterly business reviews, ongoing communication, and strategic planning.
Hours of Work
This is a full-time, hybrid position working Monday–Friday, 8:00 AM–5:00 PM EST. Occasional travel may be required
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
Skills Required
- Bachelor's degree or equivalent (relevant work experience accepted)
- Minimum 5 years managing customer relationships and driving retention within public or academic library systems
- At least 2 years using CRM systems in a customer-facing environment
- Master's degree in library science (MLS)
- Experience working with library software systems
- Experience working with customer feedback, insights, and success planning
- Ability to manage multiple customer accounts simultaneously
Clarivate Analytics Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Clarivate Analytics and has not been reviewed or approved by Clarivate Analytics.
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Strong & Reliable Incentives — Incentives in sales and select product/tech roles provide meaningful upside for high performers, with commission structures boosting total compensation when targets are exceeded. Role-linked variable pay is a clear strength in revenue-driving positions.
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Leave & Time Off Breadth — PTO is ample in the U.S., with paid parental leave available, making time-off policies a notable part of the package. Generous vacation and holiday allowances stand out as positives.
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Wellbeing & Lifestyle Benefits — Hybrid and remote options are common and paired with a formal wellbeing framework and EAP, supporting work–life balance. Core medical, dental, and vision coverage is broadly available in the U.S., reinforcing everyday wellbeing support.
Clarivate Analytics Insights
What We Do
Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.
