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About the Role
Customer Success Managers are the primary post-sales point of contact for customers, responsible for onboarding, enablement, and value realization across Solutions and Research Sales portfolios. They serve as trusted advisors, focusing on customer retention, renewal growth, and identifying upsell/cross-sell opportunities to ensure successful adoption and maximize customer outcomes.
Responsibilities
- Build and Nurture Customer Relationships by establishing trusted partnerships, identifying champions, facilitating feedback, and addressing organizational requirements.
- Drive Customer Satisfaction & Success by delivering tailored value stories, demonstrating ROI, and reinforcing the benefits of digital solutions.
- Support Retention & Renewal by collaborating with Sales to highlight value, address needs, and advocate for solution renewals.
- Identify Cross-sell & Upsell Opportunities by analyzing customer data and ambitions to uncover growth opportunities.
- Deliver Scalable Digital Training through effective online and face-to-face sessions, including product demos and workshops.
- Foster Cross-Functional Collaboration by sharing success stories, insights, and best practices across teams.
Requirements
- University degree
- Minimum 3 years in a Digital Customer Success Manager role or background in customer engagement and driving customer adoption
- SaaS background is a plus
- Gainsight and AI experience are highly desirable
- Experience with products in the product portfolio, or similar products
- Background in customer engagement and driving customer adoption is a plus
- Fluency in English
- Comfortable working in an international matrixed organization
- Self-starter with initiative and strong problem-solving skills
- Organized
- Project management skills
- Strong, engaging presentation skills (virtual and f2f) to large and small audiences
- Fluency with technology, ability to troubleshoot, and relevant product knowledge, including basic/generic knowledge of the wider Elsevier portfolio
- Influencing skills at executive and end-user levels
- MS Product Suite fluency
Skills
- Customer Engagement
- Customer Adoption
- SaaS
- Gainsight
- AI
- Project Management
- Presentation Skills
- Technology Troubleshooting
- Influencing Skills
- MS Product Suite
Location
- International
Work Type
- Flexible Working Arrangements
Experience Level
- Minimum 3 years
Education Level
- University degree
Benefits
- Long Service Award
- Flexible Working Arrangements
- Access to Learning and Development Resources
- Country specific benefits
About the Company
- A global leader in information and analytics, helping researchers and healthcare professionals advance science and improve health outcomes.
- Combines quality information and vast data sets with analytics to support visionary science and research, health education, and interactive learning.
- Contributes to the world’s grand challenges and a more sustainable future.
- Harnesses innovative technologies to support science and healthcare.
Equal Opportunity
- 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.