About the business
Elsevier is a global information and analytics company that supports researchers, clinicians, and institutions in advancing science and improving health outcomes. Our products and technology help communities expand knowledge and contribute to societal progress.
About the role
The Customer Success Manager (CSM) ensures customers receive maximum value from Elsevier’s products. You will drive adoption, engagement, retention, and measurable outcomes across a defined customer portfolio. As a trusted partner, you will work closely with Account Managers and cross‑functional teams to support customer goals and long‑term success.
Key Responsibilities
- Serve as the primary post‑sale contact, providing strategic guidance and support.
- Lead onboarding to help customers achieve early value and confidence with our solutions.
- Create clear success plans outlining goals, milestones, and expected outcomes.
- Monitor customer health and proactively address risks to support retention.
- Deliver regular business reviews focused on customer priorities and value.
- Collect and advocate for customer feedback to inform product and service improvements.
- Partner with Account Managers to ensure smooth handovers and aligned account strategy.
- Work with Product, Marketing, and other teams to deliver a unified customer experience.
- Identify growth opportunities based on customer needs and usage trends.
- Share insights, risks, and recommendations with the Regional Manager, Customer Success.
- Contribute to advocacy efforts such as case studies and user engagement activities.
- Maintain accurate customer information and activity data in CRM systems (e.g., Salesforce).
- Track and report portfolio metrics, including adoption trends and renewal signals.
- Follow customer success playbooks and support continuous improvement of team processes.
- Identify opportunities to streamline workflows and enhance the customer experience.
Skills & Experience
- Experience in Customer Success, Account Management, or another customer-facing role in SaaS or B2B environments.
- Knowledge of subscription lifecycles, onboarding practices, and retention strategies.
- Strong communication skills, with the ability to engage a wide range of stakeholders.
- Comfortable working with data and turning insights into clear recommendations.
- Organised, proactive, and able to manage multiple customers in a dynamic environment.
- Familiarity with Elsevier solutions or experience in research, academic, or healthcare sectors.
EEO Statement
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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