Customer Success Manager, Go-To-Market
Are you an experience Customer Success, Product, or Go-To-Market professional within a SaaS, data, or technology environment?
Are you comfortable operating in a fast-paced, matrixed environment with evolving priorities?
About Our Team
Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.
About The Role
The Customer Success Go-To-Market (GTM) Manager serves as the critical interface between the Customer Success, Product, and GTM teams. This individual contributor role ensures that customer insights, adoption trends, and success metrics are directly embedded into product launch activities, both new and updates, commercialization plans, and market strategies. The role enhances alignment across Product, Marketing, and Customer Success, enabling Elsevier to deliver greater customer value, accelerate product adoption, and drive retention and growth.
Responsibilities
- Serving as the primary Customer Success liaison into Product and GTM planning, representing customer needs and adoption insights in launch and roadmap discussions.
- Partnering with Product Managers, Product Marketing, and GTM teams to design and execute launch plans that drive customer adoption and retention.
- Working closely with the CS Management Teams and SME/CSMs to ensure that information is flowing back to them for input and action when necessary.
- Contributing to pilot and early access programs with selected customers, capturing feedback and translating insights into scalable improvements
- Collaborating with Support and Customer Success teams to identify friction points and recommend proactive, AI-enabled solutions that deflect tickets and improve customer experience.
- Developing and maintaining enablement of resources, including onboarding content, adoption of playbooks, and success guides tailored to new product features.
- Analyzing product usage and customer health data to identifying trends, risks, and opportunities for improvement and feeding those insights back into GTM function to impact planning and future launch activities.
- Contributing to roadmap and product decisions through customer-derived evidence, ensuring the voice of the customer shapes product strategy.
- Communicating adoption of performance, customer feedback, and success metrics to cross-functional leadership on a regular basis.
Requirements
- Have 5+ years of experience in Customer Success, Product, or Go-To-Market roles within a SaaS, data, or technology environment.
- Display proven ability to collaborate effectively across Product, Marketing, Sales, and Customer Success functions.
- Have a deep understanding of the Customer Success function including insight into other post sale activities and customer journey inputs.
- Possess exceptional analytical mindset alongside technical skills, with the ability to interpret usage data, customer feedback, and performance metrics to inform decisions.
- Have excellent communication, presentation, and stakeholder management skills; able to influence without authority.
- Experience managing or supporting product launches and customer pilot programs.
- Display understanding customer lifecycle management, adoption of metrics, and retention strategies.
- Have familiarity with Customer Success and GTM tools such as Gainsight, Salesforce, and product analytics platforms.
- Are comfortable operating in a fast-paced, matrixed environment with evolving priorities.
