Customer Success Manager

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.

Our team is growing and EBSCO is looking for Customer Success Manager (f/m/d) Clinical Decisions for the territories Italy and DACH.

The Customer Success Manager (CSM) is responsible for a variety of tasks associated with implementing and supporting EBSCO’s Clinical Decisions products and customers. The CSM will work closely with sales, marketing, product management, editorial and other internal teams to develop effective, creative, and data driven approaches to fulfil identified customer objectives, engage clinical users and increase usage of our tools and solutions across the clinical workflow and care teams.

Your responsibilities are...

• Manage and grow customer relationships across the full lifecycle for the territory Italy and DACH
• Lead onboarding and implementation projects
• Monitor product usage and drive adoption
• Deliver training and awareness campaigns
• Act as liaison between customers and internal teams (Sales, Support, Product)
• Identify cross-/upsell opportunities
• Represent the customer voice internally

• Experience in a customer facing role as a customer success manager, sales, project manager or IT professional
• Excellent oral and written communication in English and Italian
• Customer focused with well-developed ability to influence and establish rapport at all levels
• Understanding of clinical environment and workflows is an advantage
• Proven track record of successfully managing complex implementation projects
• Excellent written and oral communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team.
• This is a fully remote role and the ability to work across Italy and Germany and travel up to 40%
• Fluent German skills

• Working with cross-functional teams and external partners
• Competitive salary and comprehensive benefits
• Flexible remote working model
• Work with a global, mission-driven team in a collaborative environment
• Permanent training opportunities
• Inclusive and supportive company culture

Contact information:

We’re looking for people who share our values and bring their unique strengths to the team. Do you see yourself in this role?

Then we’d be excited to hear from you!

Please send your application to Mr. Dirk Sander-Maaß via the APPLY NOW button.

Die EBSCO Information Services GmbH ist eine international anerkannte Agentur, die sich auf die Lieferung von Zeitschriften und Fortsetzungen, elektronische Zeitschriften und die Abonnementverwaltung spezialisiert hat. EBSCO ist der weltweit führende Anbieter von Management- und Zugangslösungen für Datenbanken, Discovery-Lösungen sowie E-Books. Zu unseren Kunden gehören Universitätsbibliotheken, Forschungseinrichtungen und Industriebibliotheken. Als Tochterunternehmen von EBSCO Industries Inc. in Birmingham, Alabama sind wir die Nr. 1 unserer Branche.