About this role

Establish and maintain strong, long-term relationships with customer stakeholders
Proactively engage with customers to ensure their ongoing satisfaction, loyalty, and trust
Gather and analyze customer feedback to inform customer success plans
Identify potential risks and implement strategies to mitigate them
Work closely with internal teams to align efforts and deliver a cohesive customer experience
Uncover growth opportunities by identifying alignment between customer needs and product offerings

Bachelor’s Degree required
5+ years of experience in Customer Success, Account Management, or a related role
Experience supporting customers within academic libraries, government, higher education, K–12, public libraries, or publishing environments
Master’s degree (MLIS) preferred
Ability to effectively interact at all levels of an organization
Experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.)
Ability to define and establish goals based on customer needs

Customer Success Manager

Key skills