Customer Success Manager | Drive Adoption & Renewals

RELX (Singapore) Pte Ltd; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Long Service Award

Flexible Working Arrangements

Learning & Development Resources

Job summary

Elsevier is recruiting a Customer Success Manager in Sydney to lead onboarding, enablement and value realization for our Solutions and Research Sales portfolios. You will collaborate with Account Managers and support teams to ensure strategic goals are achieved, with a focus on customer engagement, adoption and renewal.

The role requires a university degree, 2+ years in a CSM or related field, and fluency in English. SaaS experience, Gainsight, and MS Product Suite skills are highly valued.

Qualifications

• University degree required.
• Experience in Digital Customer Success or customer engagement desirable.
• Fluency in English, strong presentation skills, and ability to work in an international matrixed organization.
• Experience with SaaS or publishing portfolio is a plus.
• Knowledge of Gainsight and AI tools is highly desirable.

Responsibilities

• Onboard customers and enable adoption across Solutions and Research Sales portfolios.
• Act as trusted advisor to protect revenue base and identify upsell opportunities.
• Drive value realization, adoption, and customer satisfaction for Elsevier solutions.
• Collaborate with Sales to support retention and renewals.
• Coordinate with onboarding teams during implementation and adoption phases.
• Deliver scalable digital training and product demonstrations.

Skills

Relationship building

Communication

Presentation skills

Fluent English

SaaS experience

Gainsight

AI experience

MS Product Suite

Education

University degree

Tools

Gainsight

MS Product Suite

Job description

Elsevier is recruiting a Customer Success Manager in Sydney to lead onboarding, enablement and value realization for our Solutions and Research Sales portfolios. You will collaborate with Account Managers and support teams to ensure strategic goals are achieved, with a focus on customer engagement, adoption and renewal.

The role requires a university degree, 2+ years in a CSM or related field, and fluency in English. SaaS experience, Gainsight, and MS Product Suite skills are highly valued.