Customer Success Manager

We are seekink a Customer Success Manager to join our Customer Success Team in Ann Arbor or Philadelphia (hybrid). This is an amazing opportunity to work with innovative library software solutions used by public library systems. The team consists of Customer Success professionals across North America and reports to the Manager, Customer Success. We have a strong focus on customer strategy, retention, and product adoption, and we would love to speak with you if you have experience within library systems and customer relationship management environments.

• Bachelor’s degree or equivalent, relevant work experience
• Minimum 5 years of experience managing customer relationships and driving retention within public or academic library systems
• At least 2+ years of experience using CRM systems in a customer-facing environment

• Master’s degree in library science (MLS)
• Experience working with library software systems
• Experience working with customer feedback, insights, and success planning
• Ability to manage multiple customer accounts simultaneously

• Build and maintain strong, long-term relationships with customer stakeholders
• Drive customer retention, satisfaction, and loyalty through proactive engagement
• Gather and analyze customer feedback to improve service delivery
• Identify risks to customer success and implement mitigation strategies
  
  Collaborate cross-functionally to ensure seamless customer experience
• Support growth by expanding customer adoption of products and services