The Customer Success Executive manages post-sale onboarding, implementation, product adoption, training, value realization, renewals, and expansion for clinical decision solutions. Responsibilities include coordinating with customers, IT teams, and internal stakeholders; supporting EHR and SSO integrations; managing implementation timelines, budgets, risks, and KPIs; conducting business reviews; and developing strategies to prevent churn and promote growth. The role is fully remote, supports Midwest and West Coast customers, and requires up to 40% travel.
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 Executive (CSE) partners with EBSCO Clinical Decisions customers to ensure successful onboarding, product adoption, and long-term value realization of EBSCO solutions. Acting as the primary point of contact post-sale, CSEs collaborate with internal teams including Sales, Marketing, Product, and Editorial to deliver a seamless and value-driven customer experience.
This Customer Success Executive will support customers across the North Midwest and West Coast regions. Candidates should be open to travel and located within 45 minutes of a major metropolitan airport. Ideally, candidates will be based in the Chicago or Denver area.
What You'll DoDrive Value & Strategic Alignment
- Review each customer’s Value Hypothesis and align product capabilities to stated needs and success metrics.
- Establish clear timelines and KPIs to guide value realization.
- Serve as a trusted advisor to proactively deliver recommendations that enhance outcomes and demonstrate product impact.
Lead Onboarding & Enablement
- Define onboarding goals, deliver change management support, and coordinate with the Clinical Implementation team.
- Support awareness campaigns and provide product training to ensure users understand key features and use cases.
- Empower internal product champions and share self-service resources to promote internal adoption.
Support Technical Implementation
- Lead the end-to-end onboarding process for EBSCO Clinical Decisions products
- Provide expert guidance and support to customers during the implementation process, coordinating with IT teams to ensure that the system is properly configured and integrated with existing systems, including EHR integration, toolbar links, IdP SSO via SAML and SMART on FHIR, HL7 Infobutton & Mobile Device Management (MDM)
- Manage Implementation timelines, resources, and budgets to ensure project milestones are met.
- Monitor and report on Implementation progress, identifying and mitigating risks as needed.
- Track and report on key performance indicators to evaluate the success of the implementation.
- Through a “Train the Trainer” model, provide training and support to superusers, administrators, and end-users to maximize product utilization
Ensure Ongoing Success & Growth
- Deliver proactive, data-driven engagement strategies that sustain usage and satisfaction throughout the customer lifecycle.
- Monitor product usage against KPIs and offer strategic interventions to prevent churn and promote growth.
- Conduct regular business reviews to track performance, address evolving needs, and identify upsell/cross-sell opportunities.
- Manage the renewal process and ensure alignment across internal teams for customer retention and expansion.
- Bachelor’s degree in health administration, information technology, or a related field.
- Minimum of 5 years of experience in project management, customer engagement, success, marketing, or support roles
- Strong understanding of clinical workflows, EHR systems, and SSO authentication protocols.
- Medical experience to provide a clear understanding of clinical workflow
- 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 POD-style team.
- This is a fully remote role and the ability to work across time zones and travel up to 40% of the time or as needed to support implementation projects at various locations is required
- What sets you apart:
- 7 years of experience in project management and experience within the healthcare industry.
- Clinical informatics and/or background and knowledge of healthcare industry trends, regulations, and best practices.
- Strong analytical and problem-solving skills, with the ability to identify and address issues that may arise during adoption and ongoing success.
- Experience working with cross-functional teams and external partners to achieve project objectives.
- Strong writing, proofreading, and engagement campaign execution skills.
- PMP or similar project management certification is a plus
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