Strategic CSM – SaaS for Science & Health

Elsevier

St Leonards

On-site

AUD 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Long Service Award

Flexible Working Arrangements

Learning and Development Resources

Job summary

Elsevier is seeking a proactive Customer Success Manager to lead onboarding, enablement, and value realization for Academic & Government clients. You will partner with Account Managers and support teams to drive adoption, retention, and renewal across Solutions and Research Sales portfolios.

The role focuses on delivering value, ROI demonstrations, and trusted advisory support while identifying upsell opportunities within an international matrix organization. Fluency in English is required.

Qualifications

University degree required.
Minimum 2 years in a Digital Customer Success Manager role or related customer adoption focus.
SaaS or publishing background a plus.
Gainsight and AI experience highly desirable.
English fluency and comfort in a matrixed organization.

Responsibilities

Build and nurture customer relationships with champions and stakeholders.
Drive customer satisfaction, success, and value realization across portfolios.
Support retention and renewal by collaborating with Sales and highlighting value.
Identify cross-sell and upsell opportunities from customer data and goals.
Deliver scalable digital training through online and in-person sessions.
Foster cross-functional collaboration to share value propositions.