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- Tasks: Help customers maximise value from our products and drive their success.
- Company: Join Elsevier, a global leader in information and analytics.
- Benefits: Flexible working hours, competitive salary, and opportunities for growth.
- Why this job: Make a real impact by supporting researchers and improving health outcomes.
- Qualifications: Experience in customer-facing roles and strong communication skills.
- Other info: Dynamic environment with a focus on continuous improvement and teamwork.
The predicted salary is between 28800 - 48000 £ per year.
About the business Elsevier is a global information and analytics company that supports researchers, clinicians, and institutions in advancing science and improving health outcomes. Our products and technology help communities expand knowledge and contribute to societal progress.
The Customer Success Manager (CSM) ensures customers receive maximum value from Elsevier's products. You will drive adoption, engagement, retention, and measurable outcomes across a defined customer portfolio. As a trusted partner, you will work closely with Account Managers and cross‐functional teams to support customer goals and long‐term success.
Key Responsibilities- Serve as the primary post‐sale contact, providing strategic guidance and support.
- Lead onboarding to help customers achieve early value and confidence with our solutions.
- Create clear success plans outlining goals, milestones, and expected outcomes.
- Monitor customer health and proactively address risks to support retention.
- Deliver regular business reviews focused on customer priorities and value.
- Collect and advocate for customer feedback to inform product and service improvements.
- Partner with Account Managers to ensure smooth handovers and aligned account strategy.
- Work with Product, Marketing, and other teams to deliver a unified customer experience.
- Identify growth opportunities based on customer needs and usage trends.
- Share insights, risks, and recommendations with the Regional Manager, Customer Success.
- Contribute to advocacy efforts such as case studies and user engagement activities.
- Maintain accurate customer information and activity data in CRM systems (e.g., Salesforce).
- Track and report portfolio metrics, including adoption trends and renewal signals.
- Follow customer success playbooks and support continuous improvement of team processes.
- Identify opportunities to streamline workflows and enhance the customer experience.
- Experience in Customer Success, Account Management, or another customer-facing role in SaaS or B2B environments.
- Knowledge of subscription lifecycles, onboarding practices, and retention strategies.
- Strong communication skills, with the ability to engage a wide range of stakeholders.
- Comfortable working with data and turning insights into clear recommendations.
- Organised, proactive, and able to manage multiple customers in a dynamic environment.
- Familiarity with Elsevier solutions or experience in research, academic, or healthcare sectors.
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.
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 contact 1-855-833-5120.
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.
Customer Success Manager in London employer: Elsevier
Contact Detail:
Elsevier Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Elsevier on LinkedIn. A friendly chat can give us insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Elsevier’s products and think about how your experience aligns with their goals. We want to show them we’re not just a good fit, but the perfect match!
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. This will help us nail down our answers and boost our confidence before the real deal.
✨Tip Number 4
Follow up after the interview! A quick thank-you email can keep us fresh in their minds. Plus, it shows we’re genuinely interested in the role and appreciate their time.
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer-facing roles and how you've driven engagement and retention in previous positions. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since strong communication is key in this role, use your application to demonstrate your ability to engage with various stakeholders. Share examples of how you've successfully communicated complex ideas or strategies in the past. This will help us see your potential fit!
Highlight Data-Driven Insights: We love candidates who can turn data into actionable insights! In your application, mention any experience you have with analysing customer metrics or trends. Show us how you've used data to inform decisions and improve customer experiences.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Elsevier
✨Know Your Customer Success Fundamentals
Before the interview, brush up on key concepts in customer success, especially in SaaS and B2B environments. Understand subscription lifecycles, onboarding practices, and retention strategies. This knowledge will help you demonstrate your expertise and show that you're ready to hit the ground running.
✨Showcase Your Communication Skills
As a Customer Success Manager, strong communication is crucial. Prepare examples of how you've effectively engaged with stakeholders in the past. Think about times when you’ve turned complex data into actionable insights or successfully navigated challenging conversations. This will highlight your ability to connect with customers and internal teams.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential challenges you might face in the role, such as addressing customer concerns or driving product adoption. Prepare structured responses that outline your thought process and the steps you would take to achieve positive outcomes.
✨Research Elsevier's Products and Values
Familiarise yourself with Elsevier’s products and their impact on research and healthcare. Understanding their mission and how they contribute to societal progress will allow you to align your answers with their values. This shows genuine interest and helps you articulate how you can contribute to their goals.
