Opportunity is here


Customer Success Manager

Decision Resources Group

Decision Resources Group

Massachusetts, USA · Remote
Posted on Wednesday, January 31, 2024

As a Customer Success Manager at Clarivate, you will be responsible for ensuring renewal and retention of subscription licenses through implementation and usage of all Clarivate Life Science solutions while also finding opportunities to upsell our products. You will need working familiarity with each Clarivate service. The ability to work independently, as well as in a collaborative, cross-functional team environment is imperative as this position will work closely with Sales, Product Management & Marketing.

You will also be involved in ensuring that Clarivate's services are being delivered on what is promised and ensuring that the customers are fully utilizing the services. The Client Success Manager will have a foundational understanding of the industry and work to gain basic product knowledge and an understanding of their assigned client’s needs.

About you - experience, education, skills, and accomplishments

  • Bachelor's Degree in a related field or equivalent relevant work experience
  • Minimum 3-5 years of customer success experience
  • Minimum 2-3 years in healthcare

It would be great if you have...

  • Experience with pharmaceutical customers
  • Previous sales or account management roles
  • MS degree

What you will be doing in this role

  • Develop new and existing relationships with client organizations and work toward deep integration and widespread usage of Clarivate services among assigned clients
  • Maintain up to date records of all client interactions, results and in Salesforce
  • Review and analyze product usage regularly to identify trends and monitor client health
  • Send prescribed outreach as appropriate to client such as market updates, key findings, webinars, solution changes, new users and latent users
  • Schedule, coordinate and execute basic training sessions and present content in accordance with Clarivate branding
  • Convey key insights pertaining to product usage, product perception, and competitors gleaned from client interaction to Sales, Client Services, Marketing, and Product Management teams
  • Provide input on trends and needs of the client base in line with the capabilities of Clarivate services
  • Communicate with client base to understand internal needs and pain points. Determine where Clarivate services addresses those needs, where we may fall short, and identify opportunities that could be passed along to Product Management as feature enhancements, Sales for sales leads, and/or Analytics for custom analytics projects
  • Own the service portion of the client relationship to uncover upsell opportunities and coordinate with the Account Manager and Analytics teams to ensure design, development, sales, and delivery of analytic projects

Hours of Work

  • Full time, permanent
  • This position can be performed hybrid near any of our US offices, east coast preferred
  • This position requires up to 50% travel and occasional global travel


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