Customer Success Consultant Team Manager

Are you passionate about helping academic and research institutions unlock real value from analytics and AI solutions?

Do you thrive in a managerial role where you can combine data expertise, customer engagement, and strategic impact with team leadership?

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.

Role Overview

The Customer Success Consultant Team Manager leads a global team of Subject Matter Experts supporting Elsevier’s Academic & Government customers, ensuring delivery of advanced product, domain, and consultative expertise across the post-sales lifecycle. Reporting to the Global Director of Customer Success Consulting, the team manager works to enable SMEs to act as trusted advisors across Elsevier’s portfolio, including AI-enabled solutions, while driving operational excellence, cross-functional alignment, and systematic customer feedback to inform product and renewals strategy, and enhance customer value as part of all customer-facing engagements.

Key Accountabilities

Team Leadership & Capability Development

• Manage and deliver key projects as assigned and delegated by Global Director of CS Consulting.
• Lead, coach, and develop a global team of Customer Success Consultant SMEs.
• Ensure strong expertise across products, workflows, use cases, and competitive positioning.
• Enable delivery of advanced consultative engagements, including onboarding, change management, process improvement, and in-depth product training.
• Foster a culture of continuous learning, thought leadership, and customer-centric problem solving.

Customer Engagement & Value Delivery

• Ensure proactive and effective SME engagement with customers and CSMs, particularly for complex needs and high-value accounts.
• Partner with regional CSM leadership to support renewal, retention, and growth strategies, with emphasis on mitigating at-risk renewals.
• Act as an escalation point for complex customer situations, coordinating timely resolution with Product, Support, and Engineering.
• Provide direct SME coverage to address vacancies and capacity gaps, aligned with personal product expertise.

Operational Excellence & Cross-Functional Collaboration

• Manage global SME workload distribution as assigned to ensure efficient coverage, prioritization, and responsiveness
• Drive alignment between SMEs and CSM teams, Product, Marketing, Support, and Sales as required for collaborative problem-solving.
• Ensure consistent role clarity and engagement models between CSMs and SMEs.

Project Leadership

• Serve as project lead or project manager for key cross-functional initiatives, from planning through execution and completion.
• Collaborate closely with Customer Success leadership team, including Strategy and Operations, on assigned initiatives. Effectiveness on these projects is a major aspect for success in the role.

Knowledge Management & Enablement

• Assist Director of Customer Education to drive development and maintenance of scalable knowledge assets, including internal documentation, and customer-facing self-service resources.
• These assets include, but are not limited to scheduled onboarding recordings, lecture series topics, short videos, mid-length formats, and long-form certification courses.
• Partner with leadership to expand scalable customer training and accelerate time-to-value.
• Ensure SMEs actively enable CSMs and broader Customer Success teams on advanced product capabilities and customer use cases.

Insights, Feedback & Continuous Improvement

• Identify trends, customer needs, and product opportunities through SME engagements.
• Consolidate and share actionable customer insights across the organization.
• Establish and maintain feedback loops with Product and Engineering to influence roadmap and experience improvements.
• Sponsor cross-functional initiatives that enhance customer outcomes, adoption, and operational efficiency.

Change Management & Strategic Impact

• Lead change management efforts related to new products, AI capabilities, tools, and evolving Customer Success models.
• Drive adoption of Gainsight to closely monitor customer health, deploy customer educati