SaaS Customer Success Manager — Onboarding, Adoption & Renewal

Elsevier; Sydney; Sur place; AUD 90 000 - 130 000; Plein temps

Résumé du poste

Elsevier is seeking a Customer Success Manager in Sydney to drive onboarding, enablement, and ongoing value realization for Solutions and Research Sales. You will nurture relationships, demonstrate ROI, and collaborate across teams to ensure adoption and renewal.

The role emphasizes customer engagement, supporting retention and identifying upsell opportunities while coordinating with onboarding and consulting functions.

Qualifications

• University degree required.
• Minimum 2 years in a Digital Customer Success Manager role or related customer engagement.
• SaaS or Publishing background is a plus.
• Fluent in English.
• Experience with Gainsight or similar tooling is desirable.

Responsabilités

• Build and nurture customer relationships with champions and stakeholders.
• Drive customer satisfaction, demonstrate ROI, and highlight value of solutions.
• Support retention and renewal through value-led conversations.
• Identify cross-sell and upsell opportunities from data and insights.
• Deliver scalable digital training including demos and workshops.
• Foster cross-functional collaboration to communicate value propositions.

Connaissances

Customer engagement

Customer adoption

Presentation skills

Influencing skills

Problem solving

Formation

University degree

Outils

Gainsight

MS Product Suite

Description du poste

Elsevier is seeking a Customer Success Manager in Sydney to drive onboarding, enablement, and ongoing value realization for Solutions and Research Sales. You will nurture relationships, demonstrate ROI, and collaborate across teams to ensure adoption and renewal.

The role emphasizes customer engagement, supporting retention and identifying upsell opportunities while coordinating with onboarding and consulting functions.