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)
Builds
Customer adoption, retention, and revenue growth for scientific and research information solutions.
Domain
Scientific research, healthcare, and information analytics
Required skills
Customer engagement, value realization, upsell/cross-sell identification, digital training delivery, stakeholder management, data analysis, project management, executive influencing, presentation skills, technology troubleshooting, MS Product Suite fluency
Preferred skills
SaaS background, Gainsight experience, AI experience, experience with Elsevier or similar product portfolios
Technologies
Gainsight, AI tools, MS Product Suite
Responsibilities
Build and nurture trusted customer partnerships; deliver tailored value stories and demonstrate ROI; collaborate with Sales to drive renewals; analyze customer data to uncover growth opportunities; conduct online and face-to-face training sessions; foster cross-functional collaboration across teams.
Seniority
Mid-level, hands-on IC