Customer Success Manager, Academia & Government (Xico)

Job Summary Clarivate is seeking an energetic Customer Success Manager (CSM) to join our general 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 mitigate issues, and elevate to leadership as needed to ensure customer success and satisfaction. About You 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. Master's degree (MLIS) is a plus. 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, product or service commitments. Responsibilities 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 success plans and 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 aligning customer needs with product offerings. About the Team Our A & G Customer Success team sits within the Revenue organization. The team consists of colleagues across the Americas and beyond who are passionate about helping higher education institutions and libraries achieve their goals. The work supports librarians who need smoother paths to fulfill their missions to help students, faculty, and researchers think forward. Hours of Work ***** hours per week supporting customers. Work Environment Hybrid work environment commutable to our Mexico City office. Equal Employment Opportunity 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. #J-*****-Ljbffr Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5uuqvb