Customer Success Manager
About this role
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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Company at a glance
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.
RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs more than 36,000 people over 40% of whom are in North America.
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Please note that RELX does not contact people through social media to extend job or contract offers, nor do we request money, credit card details or bank account information as part of any project or job application process. Any such request is fraudulent. Please contact your local law enforcement agency if you have been victimized by a scammer. For careers, access https://www.relx.com/careers/why-relx
Top Benefits
- Country specific benefits
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