Customer Success Manager

Responsibilities

• Lead onboarding for new customers, ensuring smooth implementation of digital platforms and content access.
• Conduct product training and best‑practice sessions for librarians, researchers, faculty, clinicians, or knowledge managers.
• Monitor account health, usage trends, and renewal risk indicators.
• Proactively address challenges and coordinate solutions to maximize customer satisfaction and retention.
• Analyze usage data, performance metrics, and customer feedback to demonstrate ROI.
• Prepare and deliver usage reports, reviews, and success plans tailored to customer objectives.
• Act as the voice of the customer internally, sharing insights with Product, Support, and Publisher Partners.
• Coordinate with publisher representatives when needed to resolve escalations or support strategic initiatives.

Qualifications

• Bachelor's Degree in Library Sciences, Bus...