Full-Time
Customer Success Manager
Posted on 9/17/2025
Clarivate
10,001+ employees
Subscription analytics for research and IP
No salary listed
London, UK + 1 more
More locations: Cambridge, UK
Hybrid
Hybrid role; 20-30% travel; based in London or Cambridge.
 Sales & Account Management (1) |
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- Bachelor’s degree in library information science or related fields
- 5-7 years of experience providing a similar role (customer success, education or customer experience) in an information services or SaaS organizations that work with the academic library market.
- Establish and maintain strong, long-term relationships with customer stakeholders.
- Proactively engage with customers to ensure their ongoing satisfaction, loyalty, and trust.
- Gather and analyse customer feedback to inform customer success plans, improve product and service delivery.
- Identify potential risks and implement strategies to mitigate them.
- Work closely with internal teams to align efforts and deliver a cohesive customer experience.
- Uncover growth opportunities by identifying alignment between customer needs and product offerings.
- Maintain a high degree of knowledge of the products assigned and eagerly learn new products, functionality and expand your service offerings.
- Design, develop and maintain customer education materials and platforms, and employ a high degree of instruction design competency and expertise to develop customer education materials and assets.
- Deliver presentations at conferences and other events as requested.
- Experience with working of the Higher Education sector in the UK, especially academic libraries
- Previous experience in a library operations or customer facing role.
- Knowledge of library systems and functions, including new technologies.
- Experience with MS Office (Excel, Word, and PowerPoint).
- Prior experience teaching or training others, especially in a technical context.
- Experience using academic search engines and integrated library systems and discovery workflows.
- Knowledge of other European Languages
Clarivate provides subscription-based analytics platforms and services focused on bibliometrics, scientometrics, business and patent intelligence, and regulatory standards for researchers, organizations, and regulators. Its products, including Web of Science and Derwent World Patents Index, give access to citation and patent data through a subscription model, enabling users to search, analyze, and generate reports. It stands out by offering an integrated suite that spans academia, intellectual property, and regulatory domains, backed by long-standing, curated data and trusted brands. The goal is to help organizations accelerate innovation and protect and manage their intellectual assets through reliable data, analytics, and regulatory intelligence.
Company Size
10,001+
Company Stage
IPO
Headquarters
London, United Kingdom
Founded
2016
Simplify's Take
What believers are saying
- AI-driven Web of Science Research Intelligence launched globally with 50 partners.
- Cortellis integrates with Anthropic Claude for biopharma regulatory workflows.
- Q1 2026 organic subscription revenue grew 1.7% to $585.5 million.
What critics are saying
- AI disintermediation from Claude and ChatGPT erodes subscriptions within 12 months.
- Life Sciences $390M segment sale fails, trapping low-margin revenue.
- Open-access platforms like Dimensions challenge Web of Science monopoly by 2028.
What makes Clarivate unique
- Web of Science indexes 21,000 journals and 250 million patents across 100 jurisdictions.
- Cortellis supports R&D for 90% of top pharmaceutical companies.
- Processes 4.5 petabytes of research and IP data annually.
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Benefits
Hybrid Work Options
Flexible Work Hours
Remote Work Options
Company News
Clarivate, a global information services and analytics company, is integrating its Cortellis Regulatory Intelligence data with Anthropic Claude's AI reasoning capabilities. The integration will provide biopharma, biotech, MedTech and clinical research organisations with AI-powered access to regulatory data through automated workflows. The partnership allows customers to build AI agents combining Clarivate's regulatory intelligence with internal data and approved external sources. The company aims to extend its trusted regulatory insights into AI ecosystems where critical decisions are made. Clarivate owns prominent brands including Web of Science, Cortellis and Derwent, helping clients manage patents, conduct academic research and accelerate drug development. The strategic integration aligns with the company's broader strategy of embedding its proprietary intelligence into enterprise AI platforms.
Clarivate, a global information services company, is experiencing robust growth driven by AI integration, CFO Jonathan Collins said at the Wolfe FinTech Forum on 10 March. The company's Annual Contract Value grew 2% in 2025, up from 1% in 2024, with projections of 2% to 3% growth in 2026. Organic recurring revenue rose 0.5% in 2025, with expectations of 1% to 2% growth in 2026. Adjusted EBITDA exceeded $1 billion in 2025, with a projected 200-basis-point margin expansion this year. The growth stems from enhanced AI integration across its products, which serve academic research, intellectual property management and life sciences sectors. Clarivate is focusing on subscription-based models, partner renewals and AI-driven innovation whilst pursuing leadership changes to boost performance.
A flexible approach to BIBFRAME cataloging with the Linked Open Data Editor now available in Alma. March 26, 2026 Clarivate is pleased to announce the General Availability of the Linked Open Data (LOD) Editor in Alma. The new editor enables libraries to create and manage BIBFRAME Works and Instances directly within Alma using a flexible, ontology-guided, form-based interface. Fully integrated into Alma workflows and repository searches, the editor guides catalogers through metadata creation based on the BIBFRAME ontology, while supporting the creation and management of templates that promote consistent metadata practices and improve interoperability with linked data standards. As part of existing Alma metadata workflows, libraries can create and edit BIBFRAME Work and Instance records without leaving the system they already use. The editor integrates linked data lookup services to support the use of authoritative identifiers and controlled vocabularies, helping improve metadata quality and enabling richer connections between library resources. Key capabilities of the Linked Open Data BIBFRAME Editor include: * Creation of BIBFRAME templates based on the ontology * User-friendly form interface for creating and editing Work and Instance records * Integrated linked data lookup services using Realtime API searches * Seamless integration into Alma cataloging workflows and repository searches * Out-of-the-box templates designed to support interoperability standards In addition, the editor includes enhancements that improve usability and support core BIBFRAME cataloging workflows within Alma: * Supporting cataloging mechanisms such as record locking, draft management, and Admin privileges to ensure data integrity and synchronization * Support for adding manual URIs and labels in lookup fields, providing full flexibility during cataloging * Improved navigation and actions within the editor to streamline the cataloging experience The Linked Open Data Editor was introduced through an early access program with participating institutions, whose feedback helped refine both functionality and user experience prior to general availability. With the release of the LOD Editor, Alma continues to expand its support for linked data workflows - providing libraries with a practical platform to learn, experiment with, and gradually adopt BIBFRAME cataloging within their existing systems, without disrupting established processes. This approach supports improved interoperability, metadata quality, and discoverability, while allowing institutions to move toward linked data at their own pace.
Clarivate announces Knowledge Days at ELUNA 2026. March 22, 2026 Clarivate has announced Knowledge Days at ELUNA 2026, a dedicated pre-conference training event hosted by Ex Libris, taking place in Los Angeles, California. The event will offer library professionals an immersive, hands-on learning experience focused on maximizing the value of Ex Libris solutions, including Alma, Primo VE, Linked Data, and BIBFRAME. With a refreshed agenda for 2026, Knowledge Days will go beyond foundational training to explore emerging technologies and advanced workflows. Sessions will highlight AI-powered capabilities, improved metadata management strategies, and next-generation discovery experiences designed to help institutions modernize library services. The event will feature deep-dive training sessions on Alma and Primo VE, along with discussions on innovations such as the AI Metadata Assistant and linked data initiatives. Attendees will benefit from practical, role-based learning opportunities tailored to both new and experienced users. Knowledge Days will take place ahead of the main ELUNA conference, allowing participants to build skills and confidence before the broader event begins. The program will also provide opportunities for direct engagement with Ex Libris experts through live demonstrations, workshops, and interactive discussions. Whether institutions are working to optimize discovery, enhance metadata workflows, or prepare for the future of linked data, Clarivate says Knowledge Days will equip participants with the tools and insights needed to move forward with confidence. Registration is now open, with limited spaces available.
Clarivate Plc has faced downward price target revisions from analysts, with Citi cutting its target to $2.80 from $4.25 and RBC Capital reducing its target to $3 from $5. Both firms maintained neutral ratings, citing concerns around AI disintermediation risk and execution challenges related to a potential Life Sciences and Healthcare segment sale. The company reported $617 million in fourth-quarter revenues, down from $663 million in the prior year period, reflecting the impact of divestitures. Full-year revenues totalled $2.455 billion compared to $2.556 billion in 2024. Despite solid free cash flow growth and guidance for approximately 10% free cash flow growth in fiscal 2026, analyst caution persists. Clarivate provides global information, workflow solutions and analytics across academia, government, intellectual property and life sciences sectors.