Customer Success Manager

Customer Success Manager 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. 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 (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 Proven experience in Customer Success, Account Management, or similar customer-facing roles within SaaS or B2B environments. Deep understanding of subscription lifecycle, including onboarding, adoption, and retention strategies. 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 organized, proactive, and comfortable managing a diverse portfolio in a fast-paced environment. Knowledge of Elsevier’s products and services or experience in related industries. (Valued). A background in a science-related industry. (Valued). Work in a Way That Works for You We promote a healthy work-life balance and offer flexible working options. Our benefits include wellbeing initiatives, shared parental leave, study assistance, and sabbaticals—supporting both your immediate responsibilities and long-term goals. Working for You We offer a comprehensive benefits package, including: Health benefits: medical, dental, and vision coverage Retirement benefits: 401(k) with match and Employee Share Purchase Plan Wellbeing: wellness platform, Headspace subscription, and Employee Assistance Programs Insurance: short- and long-term disability, life, accidental death, critical illness, and hospital indemnity Family benefits: parental leave, adoption, and surrogacy support Savings accounts: HSA, FSA, dependent care, and commuter benefits Paid time off, plus volunteer and Employee Resource Group participation days About the Business As a global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes. By combining trusted content with advanced analytics, we support research, education, and clinical practice. At Elsevier, your work contributes to solving global challenges and building a more sustainable future. Primary Location Base Pay Range: Home based-New Jersey $67,298 - $107,502. Total Target Cash Range: $103,796 - $165,804. Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter. If performed in New York, the base pay range is $65,500 - $109,200, the total target cash range is $100,800 - $168,100.If performed in New York City, the base pay range is $71,500 - $119,200, the total target cash range is $110,000 - $183,400.If performed in Rochester, NY, the base pay range is $59,600 - $99,300, the total target cash range is $91,600 - $152,800.If performed in Ohio, the base pay range is $56,600 - $94,400, the total target cash range is $87,000 - $145,100.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. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights. Elsevier is a global leader in advanced information and decision support for science and healthcare. We believe that by working together with the communities we serve, we can shape human progress to go further, happen faster, and benefit all. We support continuous discovery and uphold the highest standards of content integrity, reliability, and reproducibility so the communities we serve can advance their field of science, healthcare or innovation with confidence. By combining high-quality content with powerful analytics, we transform complexity into clarity and deliver mission-critical insights that help professionals make better decisions when it matters most. We deliver insights that help research institutions, governments, and funders achieve their goals. We help researchers discover and share knowledge, collaborate, and accelerate innovation. We help librarians provide verified, quality information to universities. We help innovators turn knowledge into new products. We help health professionals improve patient care and educators train the next generation of doctors and nurses. Connecting quality content and innovative technologies, we make progress go further and happen faster. And by championing inclusion and sustainability, we ensure progress benefits all. With 9,500 employees, over 2,300 technologists in 5 major tech hubs, and more than 60 locations across the globe, we are committed to supporting the scientific and healthcare communities around the world. We offer a diverse range of opportunities across technology, commercial, business, and early career jobs. If you are looking for a career that inspires progress in science, innovation and health, and allows you to grow every day, find your team at Elsevier. Elsevier is part of RELX Group. Let’s shape progress together. Join us. elsevier.com/about/careers