Customer Success Manager
Core
Drive value realization, adoption, and satisfaction for customers of Elsevier's Solutions and Research Sales portfolios, acting as a trusted advisor to protect revenue and identify growth opportunities.
Role type
Customer Success Manager (post-sales)
Builds
Customer adoption, engagement, and renewal of Elsevier digital solutions and research products
Domain
Scientific, technical, and health information publishing and analytics
Deliverable
product features | dashboards & analysis | client delivery
Required skills
Customer relationship management, ROI demonstration, retention and renewal strategy, cross-sell and upsell identification, digital training delivery, cross-functional collaboration, project management, executive and end-user influencing, technology troubleshooting, MS Product Suite fluency
Preferred skills
SaaS or Publishing background, Gainsight experience, AI experience, experience with Elsevier product portfolio
Technologies
Gainsight, AI tools, MS Product Suite
Responsibilities
Establish trusted partnerships and develop customer champions; deliver tailored value stories and demonstrate ROI; collaborate with Sales to advocate for renewals; analyze customer data to uncover growth opportunities; conduct online and face-to-face training sessions; share success stories and best practices across teams
Seniority
Mid-level, hands-on IC