Global SaaS Customer Success Manager — Onboard & Grow

RELX; St Leonards; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Long Service Award

Flexible Working Arrangements

Learning and Development Resources

Job summary

Elsevier in Australia is hiring a Customer Success Manager to lead onboarding, enablement, and ongoing value realization across Solutions and Research portfolios. You will partner with Account Managers and support teams to ensure adoption, retention, and renewal success, while identifying upsell opportunities.

The role emphasizes trusted advisory relationships, ROI storytelling, and scalable digital training.

Qualifications

• University degree in a relevant field.
• Minimum 2 years in a Digital Customer Success Manager role or related customer engagement.
• SaaS or publishing background is a plus; Gainsight experience is highly desirable.
• Experience with customer adoption and renewal processes.
• Fluency in English and ability to operate in an international matrixed organization.
• Strong presentation and problem-solving abilities; project management skills.

Responsibilities

• Build and nurture customer relationships, establish trusted partnerships and gather feedback.
• Drive customer satisfaction, demonstrate ROI, and reinforce value of digital solutions.
• Support retention and renewal, collaborate with sales to secure renewals.
• Identify cross-sell and upsell opportunities through data-driven insights.
• Deliver scalable digital training via online and in-person sessions with product demos.
• Foster cross-functional collaboration to share success stories and best practices.

Skills

English fluency

Presentation skills

Project management

Self-starter

Organized

Problem solving

Influencing skills

Technology fluency

Education

University degree

Tools

Gainsight

MS Product Suite

Job description

Elsevier in Australia is hiring a Customer Success Manager to lead onboarding, enablement, and ongoing value realization across Solutions and Research portfolios. You will partner with Account Managers and support teams to ensure adoption, retention, and renewal success, while identifying upsell opportunities.

The role emphasizes trusted advisory relationships, ROI storytelling, and scalable digital training.