Customer Success Manager

RX Brasil; Sydney; Presencial; AUD 120.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Long Service Award

Flexible Working Arrangements

Learning & Development resources

Descripción de la vacante

Elsevier is seeking a Customer Success Manager to drive adoption, engagement, and value realization for customers across Solutions and Research Sales portfolios in a global, matrixed environment. You will coordinate with onboarding, training, and consulting functions to ensure successful adoption and renewal.

The role emphasizes customer retention, upsell opportunities, and collaboration with Sales, Training, and Product teams to deliver ROI and measurable outcomes.

Formación

• University degree.
• 3+ years in a Digital Customer Success Manager role or related customer engagement/adoption.
• SaaS background is a plus.
• Gainsight experience and AI exposure are highly desirable.
• Experience with portfolio products or similar products.
• Fluent English; comfortable in an international matrixed org.
• Self-starter with initiative; strong problem-solving.
• Strong project management skills.
• Excellent presentation skills for large and small audiences.
• Familiarity with MS Product Suite and ability to troubleshoot.

Responsabilidades

• Build and nurture customer relationships and establish trusted partnerships.
• Drive customer satisfaction, ROI storytelling, and value realization of digital solutions.
• Support retention and renewal efforts with Sales to highlight value and renewals.
• Identify cross-sell and upsell opportunities from customer data and ambitions.
• Deliver scalable digital training through online and in-person sessions.
• Foster cross-functional collaboration to share success stories and value propositions.

Conocimientos

Customer engagement

Project management

English fluency

Presentation skills

SaaS

Gainsight

AI experience

Educación

University degree

Herramientas

Gainsight

MS Product Suite

Descripción del empleo

About our Team

Our Academic & Government team helps our communities accelerate knowledge for a better world by helping to establish, discover and advance knowledge. We do this by turning scientific discoveries into peer reviewed knowledge, hosting the world’s richest corpus of knowledge, allowing users to unlock insights from content and by measuring the quality and impact of research - turning insights into outcomes.

About the role

Customer Success Managers are the primary post-sales point of contact for customers. As such, they are responsible for onboarding, enablement, and value realization across Solutions and Research Sales portfolios and are expected to be fluent in all portfolio offerings. They work closely with Account Managers, Account Support, and other support functions to ensure strategic goals within the account are achieved. For certain product sets, they may coordinate with a technical onboarding team during implementation, after which they become the main point of contact through adoption, ongoing engagement, and renewal.

The Customer Success Manager (CSM) is focused on customer engagement, success, and satisfaction in adopting Elsevier solutions. The CSM serves as a trusted advisor to customers while protecting the existing revenue base and identifying upsell and cross-sell opportunities. The primary role of a CSM is to drive value realization and effective use of solutions and products to ensure successful adoption, continuously improve customer satisfaction, and maximize customer outcomes. Their focus is on customer retention, renewal growth, and identifying upsell and cross-sell opportunities, supported by trainer, implementation, and consulting functions.

Responsibilities

• 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.

Requirements

• University degree
• Minimum 3 years in a Digital Customer Success Manager role and/or background in customer engagement and driving customer adoption
• SaaS 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

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 well-being initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working for you We know that your wellbeing and happiness are key to a long and successful career.

• Long Service Award: Recognition for your dedication and loyalty.
• Flexible Working Arrangements: Balance work and personal life effectively.
• Access to Learning and Development Resources: Empowering your professional growth.

About the Business

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. (Note: we removed link "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.

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