Do you enjoy partnering with customers to help them achieve meaningful outcomes from healthcare technology?
Are you motivated by building trusted relationships and improving the customer experience through collaboration and insight?
About our Team
The Customer Performance Team is part of Elsevier’s Clinical Solutions Customer Success organization. We work closely with healthcare organizations to help them maximize the value of our products. Our team focuses on providing expert guidance, tailored support, and a seamless experience to empower customers, drive adoption, and strengthen long-term relationships.
About the Role
The Customer Success Manager I (CSM) is the primary post-sales contact for assigned customers and supports satisfaction, retention, and growth across Elsevier’s Clinical Solutions portfolio. This role focuses on guiding customers after implementation to help them achieve strategic outcomes and long-term value. The position combines healthcare knowledge, SaaS experience, and relationship management to support customers throughout their journey.
Responsibilities
Build and maintain strong, trusted relationships with customers to support their long-term success
Function as a key post-sales contact, supporting customers through onboarding, adoption, and early growth
Collaborate with cross-functional teams to ensure customer needs are communicated and addressed
Reinforce product value by aligning solutions with customer goals and sharing relevant outcomes
Support account growth by surfacing potential opportunities and contributing to renewal planning
Share customer perspectives internally to help inform product and content enhancements
Monitor account activity, flag risks or needs, and assist with proactive engagement strategies
Contribute to team knowledge-sharing, onboarding efforts, and process improvement initiatives
Requirements
Background in Nursing, Health Administration, Informatics, or a related field preferred
Experience in a SaaS or healthcare-related environment
Understanding of subscription-based business models and the customer lifecycle
Experience with customer engagement, adoption strategies, and relationship management
Proficiency with CRM systems, Microsoft Office Suite, and customer-facing tools
Knowledge of digital health solutions or similar enterprise technologies
Ability to interpret data to identify trends and support customer success strategies
Strong facilitation, presentation, influencing, organizational, and problem-solving skills
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.
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Skills Required
- Experience in a SaaS or healthcare-related environment
- Understanding of subscription-based business models and the customer lifecycle
- Experience with customer engagement, adoption strategies, and relationship management
- Proficiency with CRM systems, Microsoft Office Suite, and customer-facing tools
- Knowledge of digital health solutions or similar enterprise technologies
- Ability to interpret data to identify trends and support customer success strategies
- Strong facilitation, presentation, influencing, organizational, and problem-solving skills
- Background in Nursing, Health Administration, Informatics, or a related field
RELX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RELX and has not been reviewed or approved by RELX.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with matching contributions, alongside other financial protections such as life and disability coverage. Tuition reimbursement and share purchase access further broaden the financial value of the package beyond base salary.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous vacation allowances, mental health days, and options like sabbaticals and tiered PTO by tenure. Parental and caregiving leaves are described in detail, reinforcing time-away benefits as a standout component of the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are supported by offerings such as mental health support (e.g., app access), EAP resources, gym-related perks, and wellness incentives. Flexible working hours and related work-life supports add to the perceived day-to-day value of benefits.
RELX Insights
What We Do
RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions.
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