Are you ready to become the trusted strategic partner who helps customers unlock the full value of Elsevier’s world‑leading research and healthcare solutions?
Do you want to shape meaningful customer outcomes while driving adoption, growth, and long‑term success across a diverse portfolio?
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 Manager (CSM) is accountable for ensuring customers realize 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 standardized 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
Requirements
- Have proven experience in Customer Success, Account Management or similar customer‑facing roles within SaaS or B2B environments
- Possess an excellent understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers
- Have excellent communication and engagement skills, able to influence stakeholders at all levels
- Be analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations
- Be highly organized, proactive and comfortable managing a diverse portfolio in a fast‑paced environment
- Have knowledge of Elsevier’s products and services or experience in related industries
Work In a Way That Works For You
We promote a healthy work/life balance across the organization. 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 For You
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
About The Business
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. What you do every day will help advance science and healthcare to advance human progress.
Primary Location Base Pay Range: Home based-Ohio $56,600 - $94,400. Total Target Cash Range: $87,000 - $145,100. Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter. U.S. National Base Pay Range: $59,600 - $99,300. Total Target Cash Range: $91,600 - $152,800. Geographic differentials may apply in some locations to better reflect local market rates. Base Pay Range for CO is $59,600 - $99,300. Total Target Cash Range for CO is $91,600 - $152,800. Base Pay Range for IL is $62,500 - $104,300. Total Target Cash Range for IL is $96,200 - $160,400. Base Pay Range for Chicago, IL is $65,500 - $109,200. Total Target Cash Range for Chicago, IL is $100,800 - $168,100. Base Pay Range for MD is $62,500 - $104,300. Total Target Cash Range for MD is $96,200 - $160,400. Base Pay Range for NY is $65,500 - $109,200. Total Target Cash Range for NY is $100,800 - $168,100. Base Pay Range for New York City is $68,500 - $114,200. Total Target Cash for New York City is $105,400 - $175,700. Base Pay Range for Rochester, NY is $56,600 - $94,400. Total Target Cash Range for Rochester, NY is $87,000 - $145,100. Base Pay Range for OH is $56,600 - $94,400. Total Target Cash Range for OH is $87,000 - $145,100. Base Pay Range for NJ is $67,298 - $107,502. Total Target Cash Range for NJ is $108,493 - $173,307. Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
