Customer Success Manager
Core
Primary post-sales point of contact responsible for onboarding, enablement, value realization, and driving adoption of Elsevier's Solutions and Research Sales portfolios.
Role type
Customer Success Manager (SaaS/Publishing)
Builds
Customer adoption, retention, and renewal of scientific and research information solutions
Domain
Scientific, technical, and health information publishing
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer engagement, value realization, upsell/cross-sell identification, digital training delivery, cross-functional collaboration, project management, executive influencing, product troubleshooting, presentation skills
Preferred skills
SaaS or Publishing background, Gainsight experience, AI experience, fluency with Elsevier product portfolio
Technologies
Gainsight, AI tools, MS Product Suite
Responsibilities
Build and nurture customer relationships by establishing trusted partnerships and identifying champions; Drive customer satisfaction by delivering tailored value stories and demonstrating ROI; Support retention and renewal by collaborating with Sales to advocate for solution renewals; Identify cross-sell and upsell opportunities by analyzing customer data and ambitions; Deliver scalable digital training through online and face-to-face sessions; Foster cross-functional collaboration by sharing success stories and best practices across teams
Seniority
Mid-level, hands-on IC