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EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we’re driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information — when, where and how people need it. We’re seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.
Your Opportunity
The Customer Success Manager (CSM) partners with EBSCO’s Clinical Decisions customers to drive meaningful usage, engagement, and high satisfaction with EBSCO products within the Southeast region. The ideal location is FL or GA. As the primary post-sales contact, CSM works closely with internal teams, including sales, marketing, product management, and editorial, to develop creative, data-driven strategies that enhance user engagement and increase the adoption of our tools and solutions across clinical workflows and care teams. The CSM is responsible for ensuring both customer expectations are met, and internal teams are aligned to deliver maximum value for the customer.
What You'll Do
Primary contact and project manager for key clients post sales adoption.
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.
About You
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 for specific larger post sales adoptions
What sets you apart:
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
Pay Range
USD $73,000.00 - USD $104,285.00 /Yr.
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 and Flexible spending accounts
-Retirement Savings Plan
-Paid Parental Leave
-Holidays and Paid Time Off (PTO)
-Mentoring program
And much more! Check it out here: https://www.ebsco.com/about/benefits
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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Early Career/Intern Talent Community
Location US-Remote
ID 2025-1722
Category Medical Products and Services
Position Type Full-Time Regular
Remote Yes