Customer Success Manager (Public Library Solutions)

We are looking for a Customer Success Manager to join our team in Belgrade. In this role, you will support Clarivate's Public Library Solutions customers globally, helping them maximize the value of our solutions while building trusted, long-term customer relationships. This is an exciting opportunity to be part of a growing Customer Success program focused on enhancing customer engagement and delivering a consistent, proactive customer experience across an international customer base.

About You – experience, education, skills, and accomplishments

• Minimum 5 years of previous experience, including at least 3 years in a Customer Success Manager or similar customer-facing role.
• Proficiency in English.
• Bachelor's degree and/ or equivalent professional experience.

It would be great if you also have...

• Experience working with public libraries, library systems, or customers in the software industry.
• Experience delivering presentations to customers
• Experience supporting, promoting, or working with software solutions or digital products.
• Experience working independently with customers across different regions and time zones.

What would you be doing in the role?

• Establishing and maintaining strong, long-term relationships with key customer stakeholders.
• Proactively engaging with customers to ensure their ongoing satisfaction, loyalty, and trust.
• Gathering and analyzing customer feedback to inform customer success plans, improve product and service delivery.
• Identifying potential risks to customer success and implementing strategies to mitigate them.
• Working closely with internal teams to align efforts and deliver a cohesive customer experience.
• Assisting in the expansion of the customer’s use of products and services, thereby driving growth within the assigned territory.

About the Team

You will be part of a Customer Success team dedicated to helping Public Library Solutions customers maximize the value of Clarivate's solutions. Working closely with customers around the world, you will build trusted relationships, drive engagement, and contribute to long-term customer success.You will report directly to Manager, Customer Success.

Benefits

• Holidays: 25 days paid leave per annum
• Private Health Insurance
• Paid Lunch
• Monthly Bonus
• Yearly Merit Plan
• My Learning Platform
• Fit Pass
• Life Insurance
• Accident Insurance
• Company bicycles available free of charge

Hours of Work

This is a permanent, full-time position. The standard working schedule includes three days per week from 9:00 AM to 5:00 PM CET and two days per week from 12:00 PM to 8:00 PM CET to support customers across multiple regions.

This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week.

Please note that only shortlisted candidates will be contacted.

#LI-Hybrid