Will you enjoy building trusted partnerships with customers and helping them realise the full value of innovative research and solutions products?
Are you passionate about driving customer success, adoption, and long-term growth through meaningful engagement and collaboration?
About the Role
As a Customer Success Manager, you will serve as the primary post-sales contact for customers, supporting onboarding, enablement, adoption, and value realization across Elsevier solutions. You will work closely with customers and internal teams to build trusted relationships, drive successful outcomes, and identify opportunities for growth while supporting retention and renewal objectives.
Responsibilities
- Build and nurture trusted customer relationships and develop customer champions.
- Facilitate feedback between customers and product teams and address customer requirements and queries.
- Deliver tailored value stories, demonstrate ROI, and reinforce the benefits of digital solutions.
- Collaborate with Sales to support retention and renewal activities and communicate customer needs.
- Identify cross-sell and upsell opportunities through customer engagement, insights, and data analysis.
- Conduct online and face-to-face training sessions, product demonstrations, and workshops.
- Establish customer engagement plans, meeting cadences, and adoption tracking activities.
- Share customer insights, success stories, and best practices across customer-facing teams.
Requirements
- 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.
Working Pattern
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
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.
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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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Skills Required
- 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
- Gainsight experience
- AI experience
- Experience with products in product portfolio or similar products
- Fluency in English
- Comfortable working in an international matrixed organization
- Self-starter, organized, initiative and strong problem-solving skills
- Project management skills
- Strong engaging virtual and face-to-face presentation skills
- Fluency with technology and ability to troubleshoot; basic knowledge of wider Elsevier portfolio
- Influencing skills at executive and end-user levels
- MS Product Suite fluency
Elsevier Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Elsevier and has not been reviewed or approved by Elsevier.
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Leave & Time Off Breadth — Feedback suggests paid time off spans vacation, holidays, sick days, bereavement, military leave, and volunteer time. Family-related leave options are also emphasized as part of the package.
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Healthcare Strength — Feedback suggests medical, dental, vision, life insurance, wellness initiatives, and an EAP form a comprehensive health offering. Gym support and wellbeing hubs reinforce an ongoing health and wellness focus.
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Retirement Support — Feedback suggests retirement programs include a 401(k)/retirement plan and pension options, with long-term savings vehicles such as an employee stock purchase plan also available. These elements contribute to a sense of financial security beyond base pay.
Elsevier Insights
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.
