Customer Success Manager

Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions and Research Sales, they are expected to be fluent in all portfolios. They coordinate closely with Account Managers, Account Support, and all other support functions to ensure strategic goals are met within the account. In some product sets, they will coordinate with a team for technical onboarding, but will then become the main POC post implementation and through to renewal.

The Customer Success Manager (CSM) is focused on customer engagement and their success and satisfaction in adopting our Elsevier solutions​. The CSM should become the trusted advisor for the customer while protecting the revenue base and revealing upsell and cross sell opportunities.

The main role of a CSM is to ensure value and use of solutions/products to enable successful product adoption, continually improve customer satisfaction, and maximize success outcomes for customers. Their focus is on customer retention, renewal growth and identifying any upsell/cross selling opportunities with the support of trainer, implementation, and consultant functions.

• Sales: After sales are closed, participate in hand-off meetings with Account Managers to verify outcomes established during the sales cycle, define role, and review any related information on the opportunity in CRM.

• Post-sales: With customer stakeholder team, determine product goals and set up a meeting / contact cadence in which emerging needs and support, adoption and health metrics, and perception of product across the institution are discussed and tracked. Refresh CRM with current stakeholders and information from trainings and periodic customer conversations to identify opportunities for cross and up sell and inform Sales team of updates before renewal activities begin.

Key Result Areas / Primary Accountabilities

• Build and Nurture Customer Relationships Establish trusted partnerships, identify and develop champions, facilitate feedback between customers and product teams, and address organizational requirements and queries.

• Drive Customer Satisfaction & Success Deliver tailored value stories, demonstrate ROI, and reinforce the benefits of digital solutions to enhance customer engagement.

• Support Retention & Renewal Collaborate with Sales to highlight value, address customer needs, and advocate for solution renewals.

• Identify Cross-sell & Upsell Opportunities Analyze customer data and ambitions to uncover growth opportunities, adding value through personalized insights and experience.

• Deliver Scalable Digital Training Conduct effective online and face-to-face training sessions, including product demos and workshops, aligned with customer needs.

• Foster Cross-Functional Collaboration Share success stories, insights, and best practices across customer-facing teams and the broader organization to ensure clear communication of value propositions.

Qualifications – (education, competencies, skills, experience)

• University degree

• Minimum 2 years in a Digital Customer Success Manager role and/or background in customer engagement and driving customer adoption

• SaaS or Publishing background a plus

• Gainsight and AI experience highly desirable

• Experience with products in product portfolio, or else similar products

• Background in customer engagement and driving customer adoption a plus

• Fluency in English

• Comfortable working in an international matrixed organization

• Self-starter, organized, has initiative and strong problem-solving skills

• Project management skills

• Strong, engaging (virtual and f2f) presentation skills to large and small audiences

• Fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio

• Influencing skills: at high-level executive and end-user level

• MS Product Suite fluency

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