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Sr Customer Success Mgr

Date:  Jan 24, 2023

remote, MA, US, remote

Onsite or Remote:  Remote
Company Name:  EBSCO Information Services

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

The Customer Success Manager works with EBSCO’s Clinical Decisions customers to ensure meaningful usage, engagement, and high satisfaction with our products. The CSM collaborates with internal teams including sales, marketing, product management, editorial and others to develop effective, creative, and data driven approaches to engaging clinical users and increasing usage of our tools and solutions across the clinical workflow and care teams.     


Primary Responsibilities 

Monitor product usage against key performance metrics to gauge engagement and product uptake; identify risks and provide interventions as needed  

Grow and manage the customer solutions success portal; develop and maintain customer facing collateral, including user guides, integration guides, tutorials, and other engagement materials.   

Develop custom success and engagement plans for key accounts to follow their onboarding and implementation process; maintain transparency across internal sales, success, and support teams to ensure the customer has a seamless journey with EBSCO.   

Provide proactive touchpoints and relationship management to key accounts; develop large scale communication and engagement plans to reach all Clinical Decisions customers throughout their EBSCO product life cycle.   

Work alongside Clinical Implementation team to support major implementation/onboarding projects, as needed. 



Bachelor’s Degree (BA or BS)  

Understanding of clinical workflows and clinician challenges  

5+ years of experience in customer engagement, marketing, support, or related field  

5+ years of experience in presenting technology, internet, or software application products to internal and external audiences and various levels of management  

Ability to travel occasionally. 


Preferred Qualifications: 

Experience writing and proofing copy, adhering to style guidelines, and using email distribution tools 

Experience working in medical software implementations or in a clinical environment  

Excellent communication and client interaction skills  

Technology acumen to triage and discuss customer integration questions   


Target Annual Salary Range: $92,000 - $131,425. This Pay Target range includes a bonus target of 5% of base salary. The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location. EBSCO provides a generous benefits program including medical, dental, vision, life and disability insurance, flexible spending accounts, a retirement savings plan, paid parental leave, holidays and paid time off (PTO), as well as tuition reimbursement. View more about EBSCO’s benefits here:

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

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