Customer Success Manager

Job Summary

Biblio Commons is looking for a Customer Success Manager to join our growing team and support library customers in making the most of the Biblio Commons enterprise suite of products. Our mission is to support libraries in ensuring that the online public library experience is as welcoming and inspiring as a visit to a physical library. A lot of companies tout 'social impact', but at Biblio Commons we serve over 22 million diverse users each month by partnering with over 500 public libraries, mostly in Canada and the United States.

Libraries are more than just book stacks—they are public spaces that foster learning, connection and community and Biblio Commons is bringing that community online with clever software that powers many of the world's largest libraries.

We're a mission focused, passionate and tight knit team that work together to support public libraries and the online public library experience for patrons. We care deeply and genuinely about public libraries and the impact they make in their communities and want every library customer to make the most of the digital services provided by Biblio Commons as well as flourish as a member of the Biblio Commons community.

Serve as the main Customer Success Manager contact for defined library partner accounts while participating as part of the Biblio Commons Customer Success Team to serve as a resource, trusted advisor, and advocate for all partner libraries. Ensure library partners are leveraging their Biblio Commons products and services effectively and realize the value in being Biblio Commons customers and part of the Biblio Commons community.

Utilize AI tools to increase efficiency and effectiveness in order to spend more time with library partners and working on projects that benefit the public libraries we serve. Identify potential or current issues and opportunities faced by customers and champion improvements internally by monitoring, analyzing, and addressing escalated priority support or implementation issues and sharing customer priorities with Product, Development, Engineering, and Services teams.

Deepen and expand the Biblio Commons Community by developing relationships and identifying opportunities for growth. Schedule, lead and document regular library partner check-in calls, communications and follow up, and ensure customer accounts are updated in the Biblio Commons CRM while helping to define and monitor key indicators of library partner engagement. Facilitate regional meetups and in-person visits to libraries across Canada and the United States in order to build and strengthen the Biblio Commons community, keep libraries informed of roadmap plans and new enhancements, and to ensure alignment between libraries' priorities and Biblio Commons strategic priorities.

Present or facilitate sessions to share product updates and best practices at conferences, library staff days, and webinars including participating in the planning and execution of the Biblio Con users conference and encouraging participation across library partners. Participate in regional and national conferences to represent Biblio Commons and connect with customers. Follow trends in the public library space to serve as a thought leader to partner libraries and be able to point out and share best practices or facilitate connections between partner libraries.

First-hand experience with Biblio Commons products which will enable you to help partner libraries make the most of their Biblio Commons subscriptions. A deep commitment to the mission of public libraries to serve and support their communities. Curiosity to dive into products, follow trends, and serve as a thought leader to partner libraries as well as an advocate and the voice of the customer within Biblio Commons.

Exceptional customer service aptitude and ability to manage customer expectations with poise. Outstanding verbal and written communication skills that enable you to build strong relationships across libraries, deliver compelling presentations, help to craft value-driven marketing materials, and discuss and resolve…