Flexible Strategic CSM – Digital Solutions & Renewals

RELX International

Sydney

On-site

AUD 90,000 - 130,000

Full time

40 hours ago

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Benefits offered by this job

Flexible Working Arrangements

Long Service Award

Access to Learning and Development

Sabbaticals

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 work with Account Managers, support teams, and product groups to ensure adoption, retention, and renewals while delivering ROI stories and guiding customers through the product portfolio.

The role requires at least 3 years in a Digital CS role, SaaS familiarity, fluency in English, and comfort in an international matrixed

Qualifications

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

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.