Sr Customer Success Mgr I

Customer Success Managers (CSMs) partner with EBSCO Clinical Decisions customers to ensure successful onboarding, product adoption, and long-term value realization of EBSCO solutions. This role supports customers specifically in the Central Region and plays a key role in regional strategy and success execution.

Acting as the primary point of contact post-sale, CSMs collaborate with internal teams—including Sales, Marketing, Clinical Implementation, Product, and Editorial—to deliver a seamless and value-driven customer experience. The Customer Success Manager will ensure consistent service delivery across tiers and regional alignment.

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

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 sales 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 the Clinical Implementation team to help oversee implementation as a part of the overall post-sales support. 

• Bachelor’s degree (BA or BS)
• 3+ years in customer engagement, success, marketing, or support roles
• Strong understanding of clinical workflows and clinician challenges
• Skilled in presenting complex software solutions and managing cross-functional projects
• Experience with clinical software implementations or healthcare environments
• Experience in providing first value to customers by understanding what customers are looking for in terms of a clinical solution
• Excellent client-facing communication and relationship-building skills
• Strong writing, proofreading, and engagement campaign execution skills
• Experience working in a team/POD environment, with a strong understanding of collaboration, project management, and overseeing key handoffs and the overall development of a customer.
• 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
• Experience writing and proofing copy, adhering to style guidelines, and using email distribution tools