Customer Success Consultant

Job Description

We are seeking a Customer Success Consultant to join our Research & Analytics business in Malaysia, supporting customers and prospects across Southeast Asia. As a trusted advisor throughout the customer lifecycle, you will play a significant presales role by helping sales teams identify and qualify prospective customers, uncover institutional needs, shape opportunities, and demonstrate relevant solutions. After purchase, you will support onboarding, adoption, value realization, retention, and growth. Working closely with Account Managers, Product Sales Managers, and internal partners, you will help universities, research organizations, government agencies, and other public-sector stakeholders translate their priorities into effective use of Clarivate data, analytics, workflow solutions, and services.

About You:

• Bachelor's degree or equivalent professional experience; postgraduate study in a research-related, information, analytics, public policy, or business discipline is an advantage.
• Relevant experience in customer success, solution consulting, presales, account management, research services, consulting, training, or a similar customer-facing role.
• Demonstrated knowledge of universities, research institutions, government agencies, or public research organizations in Malaysia and/or Southeast Asia.
• Strong written and spoken English; proficiency in a Southeast Asian language is highly desirable.
• Willingness and ability to travel regionally as business needs require.

Skills:

• Consultative discovery and solutioning skills, with the ability to translate institutional needs into clear recommendations and measurable outcomes.
• Strong presentation, demonstration, training, and workshop facilitation skills for executive, functional, and end-user audiences.
• Understanding of the research lifecycle and institutional priorities, including research discovery, funding, research performance, assessment, benchmarking, analytics, or scholarly communication.
• Ability to manage a regional customer portfolio, prioritize competing commitments, and coordinate effectively across sales, product, support, and service teams.
• Confidence using CRM, customer-success, usage-analytics, and collaboration tools to manage customer activity, health, risk, and outcomes.

It would be great if you are...

• Customer-focused: You build trusted relationships and help customers achieve meaningful outcomes from our solutions.
• Consultative: You ask the right questions, understand customer priorities, and connect needs with practical solutions.
• Commercially aware: You recognize retention, renewal, expansion, and advocacy opportunities while maintaining a trusted-advisor approach.
• A confident communicator: You adapt your communication to researchers, librarians, research-office leaders, senior administrators, and policy stakeholders.
• Collaborative and adaptable: You work effectively across functions and cultures and adjust your approach to different Southeast Asian markets.

What will you be doing in this role?

• Partner with sales teams to identify and qualify prospective customers, map key stakeholders, uncover institutional goals and challenges, and develop opportunities based on customer needs, workflows, and decision criteria.
• Lead consultative discovery throughout the presales process and translate prospect needs into compelling solution narratives, tailored demonstrations, workshops, and proof-of-value activities across the Research & Analytics portfolio.
• Support prospect development by contributing domain expertise to account planning, proposals, tenders, business cases, competitive positioning, and renewal defence, while sharing regional market insights with sales and product teams.
• Lead or coordinate customer onboarding by aligning stakeholders, defining success criteria, and establishing enablement plans and adoption milestones.
• Develop success plans for priority customers and drive adoption through role-based consultations, training, workflow guidance, and targeted customer engagement.
• Monitor customer health using usage, engagement, support, and relationship indicators; identify risks early and coordinate recovery actions with internal teams.
• Conduct value conversations and business reviews that demonstrate outcomes, identify changing priorities, and agree clear next steps.
• Partner with account teams on renewal readiness, retention risk, expansion opportunities, and customer advocacy, while maintaining accurate records in designated systems.
• Build trusted relationships across Southeast Asia and support webinars, workshops, conferences, customer communities, and strategic engagements. Travel regionally as business needs require.

About the Team

You will join a collaborative team of approximately 10 Customer Success professionals across APAC. The team works closely with Sales, Product, Support, and other internal partners to help customers progress from onboarding and adoption through to renewals and growth. With a strong focus on customer outcomes, knowledge sharing, and regional collaboration, you will support institutions across Southeast Asia in maximizing the value of Clarivate solutions.

Hours of Work

This is a full-time position, primarily working core business hours in your time zone, with flexibility to support customers and colleagues across regional and global time zones as needed. Regional travel is required based on business needs.

At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.