Description

You will manage customer relationships to ensure product value, adoption, and long-term success.

This role is on-site.

Responsibilities

• Act as a trusted advisor by providing recommendations and support to achieve stated customer outcomes.
• Oversee customer training and implement adoption strategies to maximize usage and ROI.
• Drive business growth by securing existing accounts and identifying expansion opportunities.
• Deliver regular business reviews to key decision-makers regarding progress against goals and success criteria.
• Coordinate with Sales, Finance, Product Management, and Software Support to resolve issues and maintain customer focus.

Required Skills

• 5+ years of experience in Customer Success, Account Management, or a similar relationship management role.
• Bachelor’s Degree or equivalent work experience.
• Proven ability to define and execute customer success and engagement plans based on client needs.
• Experience interacting with stakeholders at all levels of an organization to secure commitments.
• Ability to translate customer insights into actionable goals, product requirements, or service needs.
• Experience using Customer Success software platforms such as Salesforce.com or Gainsight.

Preferred Skills

• Technical experience with library software solutions like Alma, PrimoVE, or Leganto.
• Background working within academic libraries, government, or higher education sectors.

Key Skills

Education

Bachelor’s Degree required