Customer Success Consultant – EndNote (Global)

We are looking for an experienced Customer Success Consultant to join our team in Belgrade and support our EndNote customers globally, Clarivate’s leading reference management solution.

In this role, you will act as a trusted advisor to academic and government institutions, as well as corporate and non-profit organizations worldwide, helping them maximize the value of EndNote across the research lifecycle, from literature management to collaboration and publishing.

You will play a key role in driving customer value realization and retention through proactive engagement with key customers, delivering impactful training, creating scalable educational resources, and building strong relationships with library and research stakeholders globally.

About You – Experience, Education, Skills, and Accomplishments

• A minimum of 5 years of relevant experience, including at least 3 years in a customer-facing or academic research role
• Proficient in English, with strong writing skills
• Bachelor’s degree and/or equivalent professional experience

It would be great if you also have…

• Experience delivering engaging training sessions and presentations to diverse audiences
• Experience building strong relationships with institutional stakeholders
• Background in Library & Information Science or another scientific discipline
• Experience with EndNote or other reference management tools
• Proficiency in Spanish or additional languages

What will you be doing in this role?  

• Build strong, trusted relationships with global customers, acting as a strategic partner and advisor.
• Drive customer adoption, engagement, retention, and overall satisfaction through proactive support.
• Enable customers to successfully embed EndNote into their research workflows and institutional practices.
• Design, deliver, and continuously improve onboarding programs, trainings, webinars, and workshops for global audiences.
• Tailor training and enablement to diverse user groups, including librarians, researchers, and students.
• Create and maintain high‑quality educational and enablement content (guides, videos, use cases, best practices).
• Clearly demonstrate product value to support renewals, new business growth, and expansion opportunities in collaboration with Sales.
• Capture and share customer insights to inform product development, roadmap priorities, and continuous improvement.
• Partner closely with IT teams and internal stakeholders to ensure smooth implementation and alignment on customer success initiatives.

About the Team    

You will join the Research & Analytics Customer Success team in EMEA, part of Clarivate’s Revenue organization.

Our team works closely with academic institutions and corporate customers in EMEA to help researchers, librarians, and research leaders unlock the full value of Clarivate solutions and improve research outcomes. You will report directly to Director, Customer Succes Consulting.

Benefits: 

• Holidays: 25 days paid leave per annum
• Private Health Insurance
• Paid Lunch
• Yearly Bonus
• Yearly Merit Plan
• My Learning Platform
• Fit Pass
• Life Insurance
• Accident Insurance
• Company bicycles for rent free of charge

Hours of Work   

This is a permanent full-time position, with core engagement hours within CET time zone, with some scheduling flexibility available around core working hours.

You are expected to travel internationally up to 10% of time.

This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week.

Please note that only shortlisted candidates will be contacted.

#LI-Hybrid