Customer Success Manager

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.









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