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.
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
- University degree
- Minimum 2 years in a Digital Customer Success Manager role or background in customer engagement and adoption
- SaaS or Publishing background
- Gainsight experience
- AI experience
- Experience with products in the 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 presentation skills (virtual and face-to-face) to large and small audiences
- Fluency with technology, troubleshooting ability and basic knowledge of the wider Elsevier portfolio
- Influencing skills at executive and end-user levels
- MS Product Suite fluency
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.
