Global SaaS Customer Success Manager

Fieldwire; Sydney; 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 is seeking a Customer Success Manager to drive onboarding, enablement and value realization for Academic & Government clients in Sydney. You will partner with Account Managers and support teams to ensure adoption across portfolio offerings and drive renewal strategy.

The role emphasizes customer engagement, retention, and opportunities to upsell, with training delivery, ROI storytelling, and cross-functional collaboration in a global, matrixed organization.

Qualifications

• 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.
• 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.

Skills

Digital Customer Success

Presentation skills

Problem solving

Self-starter

Team collaboration

Fluent English

Matrixed organization

Gainsight

AI experience

MS Product Suite

CRM tools

Education

University degree

Tools

Gainsight

AI experience

MS Product Suite

Job description

Elsevier is seeking a Customer Success Manager to drive onboarding, enablement and value realization for Academic & Government clients in Sydney. You will partner with Account Managers and support teams to ensure adoption across portfolio offerings and drive renewal strategy.

The role emphasizes customer engagement, retention, and opportunities to upsell, with training delivery, ROI storytelling, and cross-functional collaboration in a global, matrixed organization.