Customer Success Manager

Are you an experienced Customer Success Manager excelling in retention, renewal growth and identifying upsell/cross selling opportunities?

Do you thrive in a collaborative setting where your ideas and creativity are valued?

About the role

You are 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.

Key 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.

Skills & Experience

• Proven experience in Customer Success, Account Management or similar customer-facing roles within SaaS or B2B environments;
• Good 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;
• Knowledge of Elsevier’s products and services or experience in related industries is welcome;
• Experience or education in a scientific field is an advantage;
• Additional European languages would be beneficial.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that 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 remotely from home and our office in a flexible hybrid pattern
• Working flexible hours - flexing the times you work in the day

Working for you

We want to protect your health, help you accumulate wealth and secure your future. We are therefore delighted to offer:

• Health care plans and benefits
• Modern Family Benefits, including maternity, paternity, adoption and surrogacy
• Life assurance and accident policies
• Comprehensive pension and retirement plans
• Access to learning and development resources

About Elsevier

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.