Do you enjoy working for a Global B2B data provider?
Are you seeking an opportunity in Customer Success in Japan?
About the Role
The Customer Success Manager (CSM) is accountable for ensuring customers realise 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.
Responsibilities
- 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
- Champion customer feedback, advocating for user needs and influencing product and service improvements
- Partner with Account Managers to ensure seamless handovers, coordinated account strategy and renewal alignment
- Maintain accurate customer documentation and activities in CRM and CS systems (e.g. Salesforce)
Requirements
- English and Japanese proficiency
- Proven experience in Customer Success, Account Management or similar customer‑facing roles within SaaS or B2B environments
- Strong understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers
- Excellent communication and engagement skills, able to influence stakeholders at all levels
- Analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations
- Highly organised, proactive and comfortable managing a diverse portfolio in a fast‑paced environment
Work in a way that works for you
We promote a healthy work/life balance across the organization. With an average length of service of 9 years, we are confident that 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 long-term goals.
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive
Working with us
We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.
About Us
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.
Join Us
