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 our Team Our Academic & Government team helps our communities accelerate knowledge for a better world by helping to establish, discover and advance knowledge. We do this by turning scientific discoveries into peer reviewed knowledge, hosting the world's richest corpus of knowledge, allowing users to unlock insights from content and by measuring the quality and impact of research - turning insights into outcomes. About the Role Customer Success Managers (CSMs) are the primary post-sales point of contact for customers. They are responsible for onboarding, enablement (including digital adoption), and value realization across Solutions and Research portfolios, and are expected to be fluent across all offerings. CSMs work closely with Account Managers, Account Support, Product, and other internal support teams to ensure customer objectives and strategic account goals are achieved. For certain product sets, they coordinate technical onboarding with specialist teams and then assume ownership as the main point of contact post-implementation through renewal. The CSM's core focus is driving customer engagement, adoption, satisfaction, and long-term success with Elsevier solutions. Acting as a trusted advisor, the CSM protects the existing revenue base while identifying opportunities for retention, renewal growth, and upsell or cross-sell in partnership with Sales and other support functions such as trainers, implementation specialists, and consultants. Responsibilities Build and Nurture Customer RelationshipsEstablish trusted partnerships, identify and develop champions, facilitate feedback between customers and product teams, and address organisational requirements and queries. Drive Customer Satisfaction & SuccessDeliver tailored Customer Success Plans, demonstrate ROI, and reinforce the benefits of digital solutions to enhance customer engagement. Support Retention & RenewalCollaborate with Sales to highlight value, address customer needs, and advocate for solution renewals. Identify Cross-sell & Upsell OpportunitiesAnalyse customer data and ambitions to uncover growth opportunities, adding value through personalized insights and experience. Deliver Scalable Digital TrainingConduct effective online and face-to-face training sessions, including product demos and workshops, aligned with customer needs. Foster Cross-Functional CollaborationShare success stories, insights, and best practices across customer-facing teams and the broader organization to ensure clear communication of value propositions. Requirements University degree Minimum 2 years in a Digital Customer Success Manager role and/or background in customer engagement and driving customer adoption SaaS or Publishing background a plus Gainsight and AI experience highly desirable Experience with products in product portfolio, or else similar products Background in customer engagement and driving customer adoption a plus Fluency in English Comfortable working in an international matrixed organization Self-starter, organized, has initiative and strong problem-solving skills Project management skills Strong, engaging (virtual and f2f) presentation skills to large and small audiences Fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio Influencing skills: at high-level executive and end-user level MS Product Suite fluency 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 well-being 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: 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. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: 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. USA Job Seekers: EEO Know Your Rights. RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.
