Customer Success Manager

This posting is for Sirsi Dynix, Harris company. It is a full-time fully remote position in the US or Canada. The Customer Success Manager (CSM) will be primarily responsible for serving as the primary liaison and customer advocate throughout Cloud Source implementation and beyond. After go-live, the CSM will serve as the primary company liaison for customers, maximizing ongoing usage and satisfaction with Cloud Source.

This position reports to the SVP of Content Solutions and coordinates activities with the implementation team, the support team, and library relations managers.

• Acts as a customer liaison and advocate, beginning with the initial contact during the project kickoff call;
• Assists with project profiling;
• Offers advice on integration of Cloud Source in all pertinent areas of the library’s website and discovery applications;
• Assists Support team to field questions and troubleshoot connectivity issues, search results, functionality, integration, etc.;
• Ensures that Cloud Source is delivered in a way that maximizes user visibility and usage.
• Owns overall relationship with the customer once the implementation phase is completed;
• Establishes a trusted and strategic advisor relationship with clients to help drive continued value of Cloud Source;
• Effectively communicates application features and product information for new releases and facilitates their adoption;
• Proactively identifies insights, trends, system configurations, or system outputs that impact the customer’s success;
• Collaborates with the customer if any of these elements require additional focus, and effectively guides customers through the changes required to achieve optimal results;
• Represents the voice of the customer and provides internal feedback on how Cloud Source products and solutions can better serve our customers;
• Collaborates closely with cross-functional teams at Sirsi Dynix to drive better results;
• Acts as an escalation point for the customer to ensure smooth maintenance of the successful relationship;
• Maintains in-depth knowledge of Cloud Source and its business applications, including business issues that it may solve.
• Perform other duties as assigned.

• Proficiency in discovery and content platforms
• Proficiency with web conferencing technology
• Proficiency with Microsoft software (Teams, Outlook, Excel, Copilot, etc.)
• Proficiency with creating presentations using MS PowerPoint or similar applications
• Familiarity and the desire to learn and effectively use AI tools for communication, validating customer input, monitoring customer usage, and ongoing assessment of AI process to improve workflows and customer satisfaction
• Ability to explain technical solutions to a non-technical audience
• Ability to work comfortably across high volumes of phone, email, and face-to-face interactions
• Ability to manage many individual tasks simultaneously
• Excellent written and verbal communication skills
• Ability to work independently with strong organizational skills and self-motivation

BA/BS Degree required.

Experience in the library industry, particularly with electronic content and publishing.

$75,000 - $85,000 USD per year.

• competitive compensation and benefits package
• meaningful perks
• flexibility
• culture that values people, curiosity, and having fun while doing great work

At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc.

(CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy.

Harris is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on…