Customer Success Manager

Are you ready to become the trusted strategic partner who helps customers unlock the full value of Elsevier’s world‑leading research and healthcare solutions?

Do you want to shape meaningful customer outcomes while driving adoption, growth, and long‑term success across a diverse portfolio?

About our Team:

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.

About the Role:

The Customer Success Manager (CSM) is accountable for ensuring customers realize maximum value from the full Elsevier product portfolio. By driving adoption, engagement, retention and measurable outcomes, the CSM plays a critical role in renewal success and identifying opportunities for growth within their defined customer portfolio. Serving as the customer's trusted advisor, the CSM partners closely with Account Managers and cross‑functional teams to deliver seamless experiences and ensure customers achieve their strategic objectives.

Key Responsibilities

Customer Success

• Own the post‑sale customer relationship, acting as the primary point of contact and strategic advisor
• Lead onboarding, ensuring customers achieve early and sustained value
• Develop and execute success plans, defining customer goals, value milestones and measurable outcomes
• Monitor customer health (e.g. usage, adoption, engagement, NPS), proactively addressing risks and driving retention
• Deliver regular business reviews aligned to customer priorities, performance and value delivery
• Champion customer feedback, advocating for user needs and influencing product and service improvements

Collaboration & Alignment

• Partner with Account Managers to ensure seamless handovers, coordinated account strategy and renewal alignment
• Work with Product, Marketing and other cross functional teams to deliver an integrated customer experience
• Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential
• Provide account insights, risk assessments and strategic recommendations to the Regional Manager, Customer Success (RMCS)
• Contribute to customer advocacy initiatives including case studies, references and user engagement programs

Operational Excellence

• Maintain accurate customer documentation and activities in CRM and CS systems (e.g. Salesforce)
• Track and report metrics including adoption trends, renewal likelihood and growth signals across the portfolio
• Execute standardized customer success playbooks and contribute to the ongoing enhancement of CS processes
• Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience

Requirements:

• Have proven experience in Customer Success, Account Management or similar customer‑facing roles within SaaS or B2B environments
• Possess an excellent understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers
• Have excellent communication and engagement skills, able to influence stakeholders at all levels
• Be analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations
• Be highly organized, proactive and comfortable managing a diverse portfolio in a fast‑paced environment
• Have knowledge of Elsevier’s products and services or experience in related industries

Work in a way that works for you:

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critica