Customer Success Manager
Harris Open · verified Sep 22, 2026 At a glance
Mid-level Customer Success role at Harris. Remote, United States of America · full-time · $75,000–$85,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide libraries from CloudSource kickoff through implementation, including profiling and website or discovery-system integration
- Help support teams resolve connectivity, search, functionality, and integration questions during customer launches
- Own post-launch relationships, helping customers increase CloudSource usage and realize continued value
- Explain new features, spot usage or configuration issues, and lead customers through changes that improve results
- Escalate customer needs internally and share feedback with cross-functional teams to improve CloudSource solutions
What you bring
- A bachelor’s degree or equivalent qualification is required
- Experience working in libraries, especially with electronic content and publishing
- Working knowledge of discovery and content platforms, web conferencing, and Microsoft software
- You can translate technical solutions for nontechnical audiences while handling phone, email, and face-to-face interactions
- Strong organization, written and verbal communication, independence, and the ability to manage many tasks at once
Who this fits
You’ll suit this role if you can advocate for library customers, explain technical products clearly, and manage relationships through implementation and ongoing use. The job is fully remote and open to people in the United States or Canada. You’ll work independently while coordinating with implementation, support, and library relations teams.
From the employer
This posting is for SirsiDynix, Harris company. It is a full-time fully remote position in the US or Canada.
The Customer Success Manager (CSM) will be primarily responsible for serving as the primary liaison and customer advocate throughout CloudSource implementation and beyond. After go-live, the CSM will serve as the primary company liaison for customers, maximizing ongoing usage and satisfaction with CloudSource. This position reports to the SVP of Content Solutions and coordinates activities with the implementation team, the support team, and library relations managers.
Essential Functions:
- During new customer implementation:
- Acts as a customer liaison and advocate, beginning with the initial contact during the project kickoff call;
- Assists with project profiling;
- Offers advice on integration of CloudSource in all pertinent areas of the library’s website and discovery applications;
- Assists Support team to field questions and troubleshoot connectivity issues, search results, functionality, integration, etc.;
- Ensures that CloudSource is delivered in a way that maximizes user visibility and usage.
- After a customer goes live:
- Owns overall relationship with the customer once the implementation phase is completed;
- Establishes a trusted and strategic advisor relationship with clients to help drive continued value of CloudSource;
- Effectively communicates application features and product information for new releases and facilitates their adoption;
- Proactively identifies insights, trends, system configurations, or system outputs that impact the customer’s success;
- Collaborates with the customer if any of these elements require additional focus, and effectively guides customers through the changes required to achieve optimal results;
- Represents the voice of the customer and provides internal feedback on how CloudSource products and solutions can better serve our customers;
- Collaborates closely with cross-functional teams at SirsiDynix to drive better results;
- Acts as an escalation point for the customer to ensure smooth maintenance of the successful relationship; and
- Maintains in-depth knowledge of CloudSource and its business applications, including business issues that it may solve.
Additional responsibilities
- Perform other duties as assigned.
Knowledge and Skills:
- Proficiency in discovery and content platforms
- Proficiency with web conferencing technology
- Proficiency with Microsoft software (Teams, Outlook, Excel, Copilot, etc.)
- Proficiency with creating presentations using MS PowerPoint or similar applications
- Familiarity and the desire to learn and effectively use AI tools for communication, validating customer input, monitoring customer usage, and ongoing assessment of AI process to improve workflows and customer satisfaction
- Ability to explain technical solutions to a non-technical audience
- Ability to work comfortably across high volumes of phone, email, and face-to-face interactions
- Ability to manage many individual tasks simultaneously
- Excellent written and verbal communication skills
- Ability to work independently with strong organizational skills and self-motivation
Education (minimum requirements/equivalent):
- BA/BS Degree required
Experience and Achievements:
- Experience in the library industry, particularly with electronic content and publishing
Salary Range: $75,000 - $85,000 USD per year.
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