Customer Success Manager (Academic Libraries)

About the role

Clarivate is looking for a Customer Success Manager to join its team in Belgrade. You will support Academic Libraries customers across the EMEA region, helping them get maximum value from Clarivate's solutions while building trusted, long-term relationships. The role sits in a growing Customer Success program focused on proactive, consistent customer engagement, and you will report directly to the Manager, Customer Success.

Key responsibilities

• Build and maintain strong, long-term relationships with key customer stakeholders.
• Proactively engage with customers to ensure their ongoing satisfaction, loyalty and trust.
• Gather and analyse customer feedback to shape customer success plans and improve product and service delivery.
• Identify potential risks to customer success and put mitigation strategies in place.
• Work closely with internal teams to deliver a cohesive customer experience.
• Help expand each customer's use of products and services, driving growth in the assigned territory.

Required profile

• Minimum 5 years of previous experience, including at least 3 years in a Customer Success Manager or similar customer-facing role.
• Bachelor's degree and/or equivalent experience.
• Proficiency in English.
• Nice to have: experience with academic libraries, universities or research institutions; presenting to customers; supporting or promoting software solutions or digital products; working independently in an international environment.

What we offer

• Permanent, full-time position with core hours aligned to CET, hybrid (office 3 days every other week).
• 25 days paid leave per year.
• Private health insurance, life insurance and accident insurance.
• Yearly bonus and merit plan.
• Paid lunch, Fit Pass and access to My Learning Platform.
• Company bicycles available free of charge.