Digital Customer Success Manager, Global
Do you want to transform customer success through digital innovation?
Are you experienced in shaping scalable customer experiences that drives value?
Location: London or Singapore
About Our Team
The A&G Customer Success Strategy & Operations team is driving the evolution of customer engagement at Elsevier. We partner closely with Customer Success, Operations, Product, and Commercial teams to deliver scalable, data-driven experiences that help customers achieve value throughout their journey. By combining digital innovation, customer insight, and operational excellence, we create impactful programs that improve adoption, customer health, retention, and long-term success across our global customer base.
About the Role
Are you passionate about creating exceptional customer experiences at scale? As a Digital Customer Success Manager, you will play a key role in designing and delivering digital customer engagement programs that help customers realize value from Elsevier solutions throughout their lifecycle.
Working closely with Customer Success Managers, Customer Success Leadership, and cross-functional teams, you will create data-driven, personalized customer journeys that support onboarding, product adoption, customer health, engagement, retention, and renewal readiness. Leveraging Gainsight and other customer engagement platforms, you will help deliver the right experience at the right time while enabling Customer Success Managers to focus on high-value customer interactions.
Responsibilities
- Design, build, and optimize digital customer journeys across onboarding, adoption, engagement, customer health, and renewal stages.
- Partner with Customer Success Managers and business stakeholders to identify key customer lifecycle moments and engagement opportunities.
- Develop targeted and personalized customer communications using Gainsight and related platforms.
- Monitor customer engagement and program performance, using insights and data to drive continuous improvement.
- Support the development of global digital customer success processes, standards, and best practices.
- Create playbooks, templates, and enablement materials to support scalable execution across regions.
- Collaborate with Customer Success Operations to ensure data, workflows, and automation effectively support customer engagement goals.
- Explore opportunities to leverage AI and automation to improve customer outcomes and operational efficiency.
Requirements
- Experience in Customer Success, Customer Experience, Digital Customer Success, customer engagement, or a related field.
- Experience supporting customer lifecycle programs, automated customer journeys, or digital engagement initiatives.
- Experience using Gainsight, Salesforce, or similar Customer Success or CRM platforms.
- Strong analytical and problem-solving skills with the ability to interpret customer data and generate insights.
- Excellent written and verbal communication skills.
- Strong attention to detail and the ability to manage multiple priorities.
- Proven ability to collaborate effectively with cross-functional teams and stakeholders.
- Interest in leveraging technology, AI, and automation to improve customer experiences.
If you are interested in the role, please apply with a cover letter and CV.
Work in a way that works for you
We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that 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 in a hybrid way from both the office and at home
- Working flexible hours - flexing the times you work in the day
Working with us
We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.
Working for you
- At Elsevier, 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:
- Generous holiday allowance with the option to buy additional days
- Health screening, eye care vouchers and private medical benefits
- Wellbeing programs
- Life assurance
- Access to a competitive contributory pension scheme
- Long service awards
- Save As You Earn share option scheme
- Travel Season ticket loan
- Maternity, paternity and shared parental leave
- Access to emergency care for both the elderly and children
- RE CARES days, giving you time to support the charities and causes that matter to you
- Access to employee resource groups with dedicated time to volunteer
- Access to extensive learning and development resources
- Access to employee discounts via Perks at Work
About Us
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.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.
Please read our Candidate Privacy Policy.
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:
EEO Know Your Rights.
Skills Required
- Experience in Customer Success, Customer Experience, Digital Customer Success, customer engagement, or a related field
- Experience supporting customer lifecycle programs, automated customer journeys, or digital engagement initiatives
- Experience using Gainsight, Salesforce, or similar Customer Success or CRM platforms
- Strong analytical and problem-solving skills with the ability to interpret customer data and generate insights
- Excellent written and verbal communication skills
- Strong attention to detail and ability to manage multiple priorities
- Proven ability to collaborate effectively with cross-functional teams and stakeholders
- Interest in leveraging technology, AI, and automation to improve customer experiences
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.
-
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.
-
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.
-
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.
.jpg)
