Customer Success Manager, SaaS for Research & Education

RELX International; St Leonards; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Long Service Award

Flexible Working Arrangements

Learning & Development Resources

Job summary

Elsevier in Australia is seeking a Customer Success Manager to lead onboarding, enablement, and value realization across Solutions and Research Sales portfolios. You will collaborate with Account Managers and support teams to achieve strategic goals, drive adoption, and identify upsell opportunities.

The role focuses on customer engagement, retention, and maximizing outcomes while working within an international matrixed organization. Strong presentation and problem-solving skills are essential.

Qualifications

• University degree.
• Minimum 3 years in a Digital Customer Success Manager role and/or background in customer engagement and driving customer adoption.
• Gainsight and AI experience highly desirable.
• Fluency in English; comfortable working in an international matrixed organization.
• MS Product Suite fluency.

Responsibilities

• Build and nurture customer relationships; establish trusted partnerships and champions.
• Drive customer satisfaction and success; deliver tailored value stories and ROI.
• Support retention and renewal; collaborate with Sales to highlight value and advocate for renewals.
• Identify cross-sell and upsell opportunities; analyze data for growth insights and personalized recommendations.
• Deliver scalable digital training; conduct online and face-to-face sessions with product demos.
• Foster cross-functional collaboration; share success stories and value propositions across teams.

Skills

Digital CS

Gainsight

AI experience

English fluency

Project management

Presentations

MS Product Suite

Troubleshooting

Cross-functional collaboration

Matrixed orgs

Education

University degree

Tools

MS Office

CRM tools

Job description

Elsevier in Australia is seeking a Customer Success Manager to lead onboarding, enablement, and value realization across Solutions and Research Sales portfolios. You will collaborate with Account Managers and support teams to achieve strategic goals, drive adoption, and identify upsell opportunities.

The role focuses on customer engagement, retention, and maximizing outcomes while working within an international matrixed organization. Strong presentation and problem-solving skills are essential.