At a Glance
- Tasks: Drive customer success and engagement with innovative solutions at Elsevier.
- Company: Join a global leader in information and analytics, dedicated to advancing science and health.
- Benefits: Enjoy flexible working hours, wellbeing initiatives, and career development opportunities.
- Other info: Dynamic work environment with a focus on work/life balance and continuous improvement.
- Why this job: Make a real impact by helping customers achieve their goals and improve outcomes.
- Qualifications: Experience in customer success or account management, strong communication skills, and data-driven mindset.
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.
About the role
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.
Skills & 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.
Work in a way that works for you
We promote a healthy work/life balance across the organisation. 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 Pattern
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.
Benefits
We know your well‑being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.
Accommodation and Safety
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.
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Equal Opportunity Employer
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 employer: RELX
RELX is an excellent employer that values its employees by fostering a collaborative and inclusive work culture in the vibrant setting of Greater London. With generous holiday allowances, health screening benefits, and opportunities for professional growth, employees are encouraged to develop their skills while contributing to meaningful customer relationships in the SaaS industry.
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. A friendly chat can give us insider info about the company culture and what they really value in a Customer Success Manager.
✨Tip Number 2
Prepare for the interview by understanding Elsevier's products inside out. We want to show that we can drive adoption and engagement, so think of specific examples from our past experiences that demonstrate our ability to deliver value to customers.
✨Tip Number 3
Practice our communication skills! As a CSM, we’ll need to engage with various stakeholders. Role-play common scenarios with a friend to boost our confidence and ensure we can articulate our thoughts clearly during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in being part of the Elsevier team.
We think you need these skills to ace Customer Success Manager
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 it aligns with Elsevier's mission to support researchers and improve health outcomes.
Showcase Your Skills:Emphasise your strong communication skills and ability to engage with various stakeholders. We want to see how you can drive adoption and retention, so share specific examples of how you've done this in previous roles.
Be Data-Driven:Since the role involves monitoring customer health and tracking metrics, include any experience you have with data analysis. Show us how you've turned insights into actionable recommendations that benefited your customers.
Apply Through Our Website:We encourage you to apply directly through our website. This way, you’ll ensure your application gets to the right people and you can easily keep track of your application status. Plus, it’s super straightforward!
How to prepare for a job interview at RELX
✨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 speak confidently about how you can drive value for customers.
✨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 data insights into actionable recommendations, as this will demonstrate your ability to connect with diverse audiences.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think through potential customer challenges and how you would address them. For instance, how would you handle a customer at risk of churning? Having clear, structured responses will show your strategic thinking.
✨Research Elsevier’s Products and Values
Familiarise yourself with Elsevier’s products and their impact on research and healthcare. Understanding their mission and values will allow you to align your answers with what they prioritise. It also shows genuine interest in the company, which can set you apart from other candidates.
