• Own the vision and strategic success plan for a portfolio of mid-market and SMB customers, driving product adoption, retention, and revenue growth • Build and maintain multi-level relationships within customer organisations, from program managers to C-suite decision-makers • Conduct regular Executive Business Reviews showcasing metrics, ROI, outcomes, product roadmap updates, and usage optimisation strategies • Implement scalable onboarding and success motions that integrate processes, educational content, and data-driven insights • Operationalise clear success criteria and track performance metrics throughout the customer lifecycle • Develop best practices that accelerate time-to-value • Partner closely with Sales and Renewals teams on account strategies, expansion opportunities, retention forecasting, and risk mitigation • Collaborate with Product, Marketing, and Support teams to advocate for customer needs and drive product improvements • Foster collaboration within the Go-To-Market organisation and across your customer base • Monitor customer health data and proactively identify opportunities for expansion and potential risks • Drive contract renewals and expansion revenue through demonstrated value and strong customer advocacy • Mitigate churn through early intervention, escalation management, and cross-functional resource orchestration • Cultivate customer champions who serve as references and advocates for Secure Code Warrior

Title: Customer Success Manager, Academia & Government Location: Ann Arbor United States Job Description: Clarivate is seeking an energetic Customer Success Manager (CSM) to join our global Customer Success team within our Academia & Government segment. In this role, you will retain and grow existing business by proactively partnering with customers across the Academia & Government segment to drive measurable value from Clarivate solutions. You will build trusted, long-term relationships by deeply understanding customer goals, applying industry and product expertise, and supporting desired business outcomes. Leveraging strong attention to detail, you will identify early indicators of account risk, proactively mitigating issues and escalating to leadership as needed to ensure customer success and satisfaction. About You - experience, education, skills, and accomplishments… - Bachelor's Degree required - 5+ years of experience in Customer Success, Account Management, or a related role, supporting customers within academic libraries, government, higher education, K-12, public libraries, or publishing environments It would be great if you also had… - Master's degree (MLIS) - Ability to effectively interact at all levels of an organization and secure delivery of commitments - Experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.) - Ability to define and establish goals based on customer needs and our business capabilities and execute a well-defined customer success and engagement plan - Ability to pick up insights within customer conversations and connect them to goals, customer success criteria, products or services defined in the role What will you be doing in this role?... - Relationship Building: Establish and maintain strong, long-term relationships with customer stakeholders. - Customer Retention: Proactively engage with customers to ensure their ongoing satisfaction loyalty, and trust. - Customer Insights: Gather and analyze customer feedback to inform customer success plans, improve product and service delivery. - Risk Management: Identify potential risks and implement strategies to mitigate them. - Cross-Functional Collaboration: Work closely with internal teams to align efforts and deliver a cohesive customer experience. - Growth Support: Uncover growth opportunities by identifying alignment between customer needs and product offerings About the Team Our A & G Customer Success team sits within the Revenue organization. Our team is comprised of colleagues across the Americas and the globe who are passionate about helping higher education institutions and libraries achieve their goals. What we do matters to librarians who need smoother paths to fulfilling their missions to help students, faculty, and researchers think forward. Hours of Work - 40-50/week supporting customers in the CST time zone - Hybrid work environment commutable to one of our US office locations in Ann Arbor, MI; Philadelphia, PA; Kansas City, KS; Tempe, AZ or Alexandria, VA #CB #LI-hybrid 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.

• Develop and execute email marketing campaigns, drip sequences, and lead nurturing strategies. • Manage and optimize CRM workflows, segmentation, and customer lifecycle automation. • Work with HubSpot, Marketo, Salesforce, or other CRM platforms to improve campaign performance. • Track and analyze email open rates, CTR, conversion rates, and customer engagement metrics. • Optimize email templates, A/B test subject lines, and improve deliverability. • Create and maintain customer segmentation strategies for targeted campaigns. • Collaborate with marketing, sales, and product teams to personalize customer interactions. • Implement behavioral triggers and automation workflows to improve retention. • Ensure compliance with GDPR, CCPA, and email marketing regulations. • Stay up to date with CRM trends, personalization strategies, and automation best practices.

• Own a high-volume portfolio of SMB accounts and drive strong renewal rates through scalable engagement • Lead lightweight onboarding experiences, handing off to in-app guides and automated sequences for ongoing adoption • Monitor health scores and product usage signals to proactively flag at-risk accounts and add the personal touch when needed • Design, deploy, and iterate on automated email sequences and AI-generated outreach that replace manual touchpoints across the customer lifecycle • Manage renewal outreach for the SMB segment, using data signals to prioritize efforts and personalize messaging at scale • Collaborate with the Support team to ensure customers receive timely responses through live chat and the knowledge base • Identify expansion signals and route qualified upsell opportunities to the appropriate AE or MM CSM • Contribute to the design and documentation of the Growth CS playbook, including onboarding flows, automated sequences, and intervention triggers • Partner with Product to provide feedback on in-app guides, weekly webinar content, and features that drive SMB adoption