We are looking for an experienced Customer Success Manager to join our Content Solutions team and play a key role in building strong, long‑term partnerships with our customers. In this role, you will manage an assigned book of business with a clear focus on customer satisfaction, retention, and uncovering opportunities for organic growth.
By leveraging deep industry knowledge, product expertise, and customer insights, you will communicate proactively, establish trusted relationships, and identify potential risks early on. Your impact will be crucial in driving customer value, strengthening loyalty, and contributing directly to revenue growth and retention.
About You – experience, education, skills, and accomplishments
At least 5 years of relevant experience in Customer Success, Customer Experience, Product Support, Digital Sales, or similar.Proficient level of English language.Proficient level of Polish language.Bachelor’s degree in library information science or equivalent work experience.It would be great if you also have . . .
Knowledge of other European Languages.Previous experience in library operations or customer facing role.Knowledge of library systems and functions, including new technologies.Experience with MS Office (Excel, Word, and PowerPoint).Prior experience teaching or training others, especially in a technical context.Experience using academic search engines and integrated library systems and discovery workflows.What will you be doing in this role?
Establish and maintain strong, long-term relationships with key customer stakeholders.Proactively engage with customers to ensure ongoing satisfaction, loyalty, and trust while gathering insights that inform customer success planning.Identify risks early and implement effective mitigation strategies to support customer retention.Collaborate closely with internal teams to deliver a unified, high-quality customer experience.Uncover opportunities for account growth by aligning customer needs with product capabilities and solutions.Maintain deep product expertise while continuously expanding knowledge of new features, functionalities, and service offerings.Create, manage, and deliver customer education programs and materials, including presenting at conferences and industry events.About the Team
This role reports to the Manager, Content Solutions Customer Success, based in Spain. You will be joining the Content Solutions Customer Success EMEA team for Academia and Government—an 11‑member group located across Europe and the Middle East.
Our team combines strong library backgrounds and extensive expertise with Clarivate products, enabling us to understand our customers’ needs in depth. We work closely with academic institutions, research organizations, and internal partners across the region to deliver a seamless, high‑value customer experience.
As part of the Global Customer Success organization, we collaborate with colleagues worldwide to support academic customers and ensure they get the most value from our Content Solutions portfolio.
Benefits
House of Work
This is a full-time position, 40 working hours per week (standard Serbian working hours). This is a hybrid position working in the office 3 days every other week.
Please note that only shortlisted candidates will be contacted.
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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.