Vice President, Customer Success

As the Vice President of Customer Success for the Academia & Government (A&G) segment, you will be responsible for leading the A&G customer success group across all solution domains and ensuring that our customers are successful and realize value from our products and services, to drive customer retention and business growth. This includes developing and executing sustainable and scalable customer success strategies and practices, managing, motivating, and developing the customer success group, and building relationships with key internal and external stakeholders, including the different A&G business units and the A&G revenue functions.

About You – Experience, Education, Skills, And Accomplishments

• Bachelors’ degree or higher in related field, such as Library Sciences and / or business management
• 10+ years of experience in customer success, preferably in a multi-product environment
• Significant people leadership experience – proven experience leading customer success groups of at least 50 people or more in a global environment
  
  

It would be great if you also have…

• Master’s degree in library science, business, or related field
• Background with other post-sales customer-facing functions, I.e., customer education, support, or consulting
• Multi-lingual
• Ability to conduct occasional business travel (up to 20% of the time), including international travel.
• Experience in the Higher education or Research industries, either from a vendor or an institution side
  
  

What will you be doing in this role?

• Lead, train, and develop a world-class global customer success group with more than 100 colleagues across various solution domains, markets and regions, within the A&G Revenue organization.
• Define and optimize Customer Lifecycle, identify opportunities for continuous improvement, and facilitate the adoption of industry best practices.
• Identify and track key customer success metrics, such as customer satisfaction and advocacy, risk identification, retention, and business growth
• Drive customer success outcomes including higher retention rates, promoting upsell and cross-sell opportunities, and influencing value of the product to the customer through higher product adoption and customer satisfaction.
• Drive collaboration within Customer Success, and with other key functions including Sales, customer education, support, renewals, marketing, and Product teams, to support customers, develop programs that drive business value, and to identify and pursue customer growth opportunities.
• Collaborate with the Revenue leadership team and Product leaders to develop & implement business objectives that fuel overall A&G segment strategy and help successful execution of the sales roadmap, goals, and priorities.
• Drive customer understanding of products and initiatives to improve sales and customer retention; actively participating in market-facing and customer-facing activities and events.
• Participate in cross-functional strategic initiatives and projects.
  
  

About The Team

Our Academia and Government segment focuses on providing transformative intelligence and solutions to academic institutions and government entities. We support research, teaching, and learning by delivering trusted, curated scholarly content, advanced analytics, and workforce solutions. Customer Success supports the pre and post sales efforts of global customers. We have a long legacy with the company, making our team a strong and supported one for new members to thrive.

Hours of Work

This is a full-time, salaried role primarily aligned with your time zone, with the flexibility to accommodate global client requirements. The position is hybrid, requiring at least two days per week in the office.

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled