Customer Success Manager - Public Library Solutions

About the role

Clarivate is looking for a Customer Success Manager to join its team in Belgrade. You will support Public Library Solutions customers globally, helping them get maximum value from the 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 success plans and improve product and service delivery.
• Identify 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 to drive growth in the assigned territory.

Required profile

• At least 5 years of previous experience, including at least 3 years in a Customer Success Manager or similar customer-facing role.
• Bachelor's degree or equivalent professional experience.
• Proficiency in English.
• Nice to have: experience with public libraries, library systems or software-industry customers; presenting to customers; supporting or promoting software solutions and digital products; working independently with customers across regions and time zones.

What we offer

• Permanent, full-time position with a hybrid schedule: 3 days per week 9:00-17:00 CET and 2 days per week 12:00-20:00 CET, working from the Belgrade office 3 days every other week.
• 25 days of 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.