Customer Success Manager

We are looking for a Customer Success Manager to join our Customer Success Team in Ann Arbor or Philadelphia (hybrid). This is an amazing opportunity to work with innovative library software solutions used by public library systems. The team consists of Customer Success professionals across North America and reports to the Manager, Customer Success. We have a strong focus on customer strategy, retention, and product adoption, and we would love to speak with you if you have experience within library systems and customer relationship management environments.

About You - experience, education, skills, and accomplishments

• Bachelor's degree or equivalent, relevant work experience
• Minimum 5 years of experience managing customer relationships and driving retention within public or academic library systems
• At least 2+ years of experience using CRM systems in a customer-facing environment

It would be great if you also have . . .

• Master's degree in library science (MLS)
• Experience working with library software systems
• Experience working with customer feedback, insights, and success planning
• Ability to manage multiple customer accounts simultaneously

What will you be doing in this role?

• Build and maintain strong, long-term relationships with customer stakeholders
• Drive customer retention, satisfaction, and loyalty through proactive engagement
• Gather and analyze customer feedback to improve service delivery
• Identify risks to customer success and implement mitigation strategies
• Collaborate cross-functionally to ensure seamless customer experience
• Support growth by expanding customer adoption of products and services

Product you will be supporting

You will support innovative library software solutions used by public institutions. These platforms are critical to helping libraries manage resources, improve access to information, and deliver value to their communities. This requires understanding customer goals and ensuring the software aligns with their strategic plans.

About the Team

Our Customer Success team works with library systems across North America, providing strategic guidance and support to ensure maximum value from our products. Each Customer Success Manager serves as one of the primary points of contact, managing a portfolio of customers.

The team partners closely with Account Managers and other internal stakeholders to proactively address challenges, improve customer outcomes, and drive long-term success. Regular customer engagement includes quarterly business reviews, ongoing communication, and strategic planning.

Hours of Work

This is a full-time, hybrid position working Monday-Friday, 8:00 AM-5:00 PM EST. Occasional travel may be required