Senior Customer Success Manager

5 days ago

Ann Arbor, Michigan, United States Clarivate Full time

We are hiring a Senior Customer Success Manager to join our Life Sciences & Healthcare team at Clarivate. In this role, you will lead customer relationships and program advancement to ensure retention, growth, and exceptional customer experiences. By leveraging deep industry expertise and proven customer success experience, you will serve as a trusted advisor while driving best practices, mentoring team members, and implementing process improvements. This role is essential in elevating both customer outcomes and team capabilities to support sustainable business growth.

About You – Experience, Education, Skills, And Accomplishments

  • Bachelor's Degree or equivalent relevant work experience
  • 7+ years of experience in a customer facing role

It would be great if you also had...

  • Experience working in the Healthcare/Life Science field
  • Experience in a Business Development position
  • Knowledge of the clinical research process

What will you be doing in this role?

  • Strategic Relationship Management: Build and deepen customer stakeholder relationships, serving as a trusted advisor to drive mutual long-term success.
  • Customer Retention: Maximize customer retention through strategic relationship management and proactive value delivery.
  • Customer Insights & Strategy: Analyze customer needs and usage patterns to develop strategic success plans that drive adoption and customer value realization.
  • Cross-Functional Collaboration: Lead cross-functional initiatives to improve customer experience, working closely with Product, Sales, and Operations teams to drive organizational improvements.
  • Growth Support: Drive expansion within accounts by identifying growth opportunities that align customer needs with product offerings.
  • Strategic Leadership: Promote team excellence by championing customer success best practices, mentoring team members, and designing process improvements that elevate program effectiveness.

Hours of Work

  • Full Time, Permanent
  • This is a hybrid position working 2 days a week in one of our US Clarivate offices
  • You may be required to travel up to 25% to client sites as needed

About The Team
You will join a global Customer Success team of 9 people focused on the Life Sciences and Healthcare business at Clarivate. In addition to collaboration with our strategic pharma customers, this is a highly collaborative team partnering closely with our internal sales, product, and operations teams. You will report directly to the Director of Customer Success.

Compensation - US Only
The expected base salary for this position is a base salary of $100,000-120,000 USD per year with eligibility for bonus earnings.  Individual pay is based upon experience, education, skill and ability, expertise, and relevant factors. In addition to a competitive remuneration package, you will be eligible to participate in a benefits package that includes medical, dental, prescription drug, life insurance, 401k with match, long term disability coverage, vacation, sick time, volunteer time, discount programs, and many more.

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.

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