Customer Success Manager

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.

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.

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 (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.

• Proven experience in Customer Success, Account Management, or similar customer‑facing roles within SaaS or B2B environments.
• Deep understanding of subscription lifecycle, including onboarding, adoption, and retention strategies.
• Excellent communication and engagement skills, able to influence stakeholders at all levels.
• Analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations.
• Highly organized, proactive, and comfortable managing a diverse portfolio in a fast‑paced environment.
• Knowledge of Elsevier’s products and services or experience in related industries. (Valued).
• A background in a science‑related industry. (Valued).

We promote a healthy work‑life balance and offer flexible working options. Our benefits include wellbeing initiatives, shared parental leave, study assistance, and sabbaticals—supporting both your immediate responsibilities and long‑term goals.

• Health benefits:
  
  medical, dental, and vision coverage
• Retirement benefits: 401(k) with match and Employee Share Purchase Plan
• Wellbeing: wellness platform, Headspace subscription, and Employee Assistance Programs
• Insurance: short‑ and long‑term disability, life, accidental death, critical illness, and hospital indemnity
• Family benefits: parental leave, adoption, and surrogacy support
• Savings accounts: HSA, FSA, dependent care, and commuter benefits
• Paid…