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For Companies At a Glance
- Tasks: Drive customer success by ensuring clients maximise value from our products and services.
- Company: Join a global leader in information and analytics, committed to innovation and collaboration.
- Benefits: Enjoy flexible working hours, remote options, and comprehensive health and family benefits.
- Why this job: Make a real impact by helping customers achieve their goals and drive growth.
- Qualifications: Experience in customer success or account management, with strong communication skills.
- Other info: Be part of an inclusive, diverse team that values your ideas and creativity.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Are you an experienced Customer Success Manager excelling in retention, renewal growth and identifying upsell/cross selling opportunities? Do you thrive in a collaborative setting where your ideas and creativity are valued?
About the role
You are 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.
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 standardised 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.
Skills & Experience
- Proven experience in Customer Success, Account Management or similar customer‑facing roles within SaaS or B2B environments;
- Good 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;
- Knowledge of Elsevier’s products and services or experience in related industries is welcome;
- Experience or education in a scientific field is an advantage;
- Additional European languages would be beneficial.
Work in a way that works for you
We promote a healthy work/life balance across the organisation. 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 your long‑term goals.
- Working remotely from home and our office in a flexible hybrid pattern
- Working flexible hours - flexing the times you work in the day
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.
Working for you
We want to protect your health, help you accumulate wealth and secure your future. We are therefore delighted to offer:
- Health care plans and benefits
- Modern Family Benefits, including maternity, paternity, adoption and surrogacy
- Life assurance and accident policies
- Comprehensive pension and retirement plans
- Access to learning and development resources
Your recruiter will advise you on the benefits package for your location.
About Elsevier
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. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
We know your well‑being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. 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.
Customer Success Manager employer: RELX INC
Contact Detail:
RELX INC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Elsevier on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by understanding the company’s products and services inside out. Dive into Elsevier's offerings and think about how you can help customers achieve their goals with these tools. This will show your genuine interest and readiness to contribute.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email reiterating your enthusiasm for the role can set you apart from other candidates. Plus, it shows you're proactive and genuinely interested in joining the team.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Your Customer Success Skills: Make sure to highlight your experience in customer success, especially in retention and upselling. We want to see how you've driven value for customers in the past, so share specific examples that demonstrate your impact!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the key responsibilities and skills mentioned in the job description. This shows us you’re genuinely interested in the role and understand what we’re looking for.
Be Authentic: Let your personality shine through in your application. We love creativity and fresh ideas, so don’t be afraid to express your unique approach to customer success. Share your thoughts on how you can contribute to our team!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it gives you a chance to explore more about us and what we stand for!
How to prepare for a job interview at RELX INC
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like NPS, adoption rates, and renewal statistics. Being able to discuss these metrics confidently will show that you understand the importance of measuring customer health and can drive retention effectively.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer situations. Think of examples from your past experience where you successfully onboarded a client or turned around a struggling account. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Collaborative Spirit
Since this role involves working closely with Account Managers and cross-functional teams, be ready to share examples of how you've collaborated in the past. Highlight your ability to communicate effectively and align strategies to achieve common goals.
✨Demonstrate Your Analytical Skills
The job requires a data-driven approach, so be prepared to discuss how you've used data to inform your decisions. Bring examples of how you've translated insights into actionable recommendations that led to improved customer outcomes.
