Customer Success Manager (SEA & ANZ)
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 the Company
Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.
About the Role
The Customer Success Manager (CSM) is accountable for ensuring customers realise maximum value from the full Elsevier product portfolio. By driving adoption, engagement, retention and measurable outcomes, the CSM plays a critical role in renewal success and identifying opportunities for growth within their defined customer portfolio. Serving as the customer's trusted advisor, the CSM partners closely with Account Managers and cross‑functional teams to deliver seamless experiences and ensure customers achieve their strategic objectives.
Responsibilities
Customer Success
- Own the post‑sale customer relationship, acting as the primary point of contact and strategic advisor
- Lead onboarding, ensuring customers achieve early and sustained value
- Develop and execute success plans, defining customer goals, value milestones and measurable outcomes
- Monitor customer health (e.g. usage, adoption, engagement, NPS), proactively addressing risks and driving retention
- Deliver regular business reviews aligned to customer priorities, performance and value delivery
- Champion customer feedback, advocating for user needs and influencing product and service improvements
Collaboration & Alignment
- Partner with Account Managers to ensure seamless handovers, coordinated account strategy and renewal alignment
- Work with Product, Marketing and other cross functional teams to deliver an integrated customer experience
- Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential
- Provide account insights, risk assessments and strategic recommendations to the Regional Manager, Customer Success (RMCS)
- Contribute to customer advocacy initiatives including case studies, references and user engagement programs
Operational Excellence
- Maintain accurate customer documentation and activities in CRM and CS systems (e.g. Salesforce)
- Track and report metrics including adoption trends, renewal likelihood and growth signals across the portfolio
- Execute standardised customer success playbooks and contribute to the ongoing enhancement of CS processes
- Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience
Requirements
- Lead onboarding, ensuring customers achieve early and sustained value
- Knowledge of Elsevier’s products and services or experience in related industries
- Strong understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers
- Excellent communication and engagement skills, able to influence stakeholders at all levels
- Analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations
- Highly organised, proactive and comfortable managing a diverse portfolio in a fast‑paced environment
- Highly organised, proactive and comfortable managing a diverse portfolio in a fast‑paced environment
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 wellbeing 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:
- Medical Inpatient and Outpatient Insurance: Coverage for your healthcare needs.
- 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.
USA Job Seekers:
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Skills Required
- Lead customer onboarding and ensure early and sustained value
- Knowledge of Elsevier products or experience in related industries
- Strong understanding of subscription lifecycle, onboarding, adoption and retention strategies
- Excellent communication and stakeholder influence skills
- Analytical and data-driven; translate insights into recommendations
- Highly organised and able to manage a diverse portfolio in a fast-paced environment
- Experience maintaining customer documentation and activity tracking in CRM and CS systems (e.g., Salesforce)
- Ability to monitor customer health metrics (usage, adoption, engagement, NPS) and proactively address risks
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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