Senior Customer Success Manager

Job Title: Senior Customer Success Manager

Location: New York or London (Hybrid working model)

About Springer Nature

Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning. We are proud to be part of progress, working together with the communities we serve to share knowledge and bring greater understanding to the world. For more information, please visit about.springernature.com and follow @SpringerNature

About AI Growth and Partnerships 

Advancing drug discovery and healthcare. Predicting new materials and their properties. Enabling innovation in energy research. For over 180 years, Springer Nature has been empowering experts to solve the greatest challenges facing humanity. In the age of AI, this includes providing trusted, dependable and computable scientific information. The AI Growth and Partnerships team supports AI Developers, R&D teams and Institutions with data, technology and professional services -- helping our partners achieve their goals and AI ambitions. From summarisation to text and data mining, from augmented generation to model fine tuning: AI Growth and Partnerships supports professionals with sustainable and copyright compliant AI-ready products. 

About the Role 

We are seeking a highly motivated and experienced Senior Customer Success Manager to join our team. This role focuses on driving customer adoption, retention, and satisfaction while serving as a trusted advisor to our clients. The ideal candidate will have strong relationship management skills and the ability to collaborate across teams to ensure customer success. 

Responsibilities

• Manage a portfolio of strategic customer accounts, ensuring successful onboarding and ongoing engagement

• Drive customer adoption, retention, and satisfaction through proactive communication and support

• Serve as the primary point of contact for customers, addressing inquiries and resolving issues promptly

• Collaborate with Sales and Product teams to support lead qualification and provide customer insights when needed

• Act as the voice of the customer internally, sharing feedback to influence product improvements

• Monitor customer health metrics and identify opportunities for upsell or expansion

• Assist in developing best practices and playbooks for customer success processes

• Handle escalations and work cross-functionally to ensure timely resolution

Experience, Skills & Qualifications 

• Bachelor’s degree in Business, Marketing, or related field

• Significant experience in customer success, account management, or related roles

• Experience working with SaaS/DaaS products and professional services; strong affinity for and understanding of data and AI technologies

• Strong understanding of customer success principles and metrics

• Excellent communication and relationship management skills, particularly with senior and technical leaders

• Ability to collaborate effectively with cross-functional teams

• Experience with CRM and customer success platforms (e.g., Salesforce)

Why Join Us? 

Join a dynamic and customer-focused organisation where your contributions will directly impact client success and company growth. You will have the opportunity to work with leading products and collaborate with talented teams across the business. 

We are an ambitious and dynamic organisation, and home to some of the best-known names in research, educational, and professional publishing.

Working at the heart of a changing industry, we are always loo