Customer Success Manager

Are you skilled in driving meaningful engagement to achieve client success

Would you like to join a company that helps advance science, technology and health

About the Company

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 realise 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.

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 standardised 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

• Lead onboarding, ensuring customers achieve early and sustained value
• Knowledge of Elsevier's products and services or experience in related industries
• Experience in Lifesciences, Pharmaceutical, Medical or Chemical industries will be advantageous
• Strong understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers
• 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 organised, proactive and comfortable managing a diverse portfolio in a fast-paced environment
• Highly organised, proactive and comfortable managing a diverse portfolio in a fast-paced environment

Work in a way that works for you

We promote a healthy work/life balance across the organisation. 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:

• Medical Inpatient and Outpatient Insurance: Coverage for your healthcare needs.
• Long Service Award: Recognition for your dedication and loyalty.
• Flexible Working Arrangements: Balance work and personal life effectively.
• Access to Learning and Development Resources: Empowering your professional growth.

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.