Customer Success Manager

Customer Success Manager

Are you skilled in driving meaningful engagement to achieve client success?

Would you like to join a company that helps advance science, technology and health?

About our Team

Our Academic & Government team helps our communities accelerate knowledge for a better world by helping to establish, discover and advance knowledge. We do this by turning scientific discoveries into peer reviewed knowledge, hosting the world’s richest corpus of knowledge, allowing users to unlock insights from content and by measuring the quality and impact of research - turning insights into outcomes.

About the Role

Customer Success Managers (CSMs) are the primary post-sales point of contact for customers. They are responsible for onboarding, enablement (including digital adoption), and value realization across Solutions and Research portfolios, and are expected to be fluent across all offerings.

CSMs work closely with Account Managers, Account Support, Product, and other internal support teams to ensure customer objectives and strategic account goals are achieved. For certain product sets, they coordinate technical onboarding with specialist teams and then assume ownership as the main point of contact post-implementation through renewal.

The CSM’s core focus is driving customer engagement, adoption, satisfaction, and long-term success with Elsevier solutions. Acting as a trusted advisor, the CSM protects the existing revenue base while identifying opportunities for retention, renewal growth, and upsell or cross-sell in partnership with Sales and other support functions such as trainers, implementation specialists, and consultants.

Responsibilities

• Build and Nurture Customer Relationships
  Establish trusted partnerships, identify and develop champions, facilitate feedback between customers and product teams, and address organisational requirements and queries.
• Drive Customer Satisfaction & Success
  Deliver tailored Customer Success Plans, demonstrate ROI, and reinforce the benefits of digital solutions to enhance customer engagement.
• Support Retention & Renewal
  Collaborate with Sales to highlight value, address customer needs, and advocate for solution renewals.
• Identify Cross-sell & Upsell Opportunities
  Analyse customer data and ambitions to uncover growth opportunities, adding value through personalized insights and experience.
• Deliver Scalable Digital Training
  Conduct effective online and face-to-face training sessions, including product demos and workshops, aligned with customer needs.
• Foster Cross-Functional Collaboration
  Share success stories, insights, and best practices across customer-facing teams and the broader organization to ensure clear communication of value propositions.

Requirements

• University degree
• Minimum 2 years in a Digital Customer Success Manager role and/or background in customer engagement and driving customer adoption
• SaaS or Publishing background a plus
• Gainsight and AI experience highly desirable
• Experience with products in product portfolio, or else similar products
• Background in customer engagement and driving customer adoption a plus
• Fluency in English
• Comfortable working in an international matrixed organization
• Self-starter, organized, has initiative and strong problem-solving skills
• Project management skills
• Strong, engaging (virtual and f2f) presentation skills to large and small audiences
• Fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio
• Influencing skills: at high-level executive and end-user level
• MS Product Suite fluency

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous well-being initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Long Service Award: Recognition for your dedication and loyalty.
• Flexible Working Arrangements: Balance work and personal life effectively.
• Access to Learning and Development Resources: Empowering your professional growth.

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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