Reports to: Regional Manager, Customer Success - APAC
Our 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.
Role Purpose
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.
Key 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
Skills & Experience
Essential
Proven experience in Customer Success, Account Management or similar customer‑facing roles
Strong understanding of the subscription lifecycle, including onboarding, adoption 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
Preferred
Experience using Elsevier’s products and services or a life sciences background
An understanding of the Energy, Engineering, Chemical or Technology markets
Interest in AI technologies and how they can be used to business performance
Highly organised, proactive and comfortable managing a diverse portfolio in a fast‑paced environment
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Skills Required
- Proven experience in Customer Success, Account Management or similar customer-facing roles
- Strong understanding of the subscription lifecycle, including onboarding, adoption 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 and proactive
What We Do
Elsevier is a world-leading provider of information solutions that enhance the performance of science, health, and technology professionals, empowering them to make better decisions, and deliver better care. Because informed decisions lead to better outcomes, Elsevier is a leader in information and analytics for customers across the global research and health ecosystems. Elsevier helps researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. We do this by facilitating insights and critical decision-making for customers across the global research and health ecosystems.
