Customer Success Manager

Elsevier; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A global information and analytics company is seeking a Customer Success Manager to maximize customer value from their solutions in Greater London. You will drive customer adoption and engagement while collaborating with internal teams to support client success. Key responsibilities include leading onboarding, monitoring customer health, and delivering business reviews. Ideal candidates should have experience in Customer Success or Account Management within SaaS or B2B, alongside strong communication and organizational skills.

Qualifications

• Experience in Customer Success or Account Management in SaaS or B2B environments.
• Strong communication skills with various stakeholders.
• Organized and able to manage multiple customers effectively.

Responsibilities

• Serve as the primary contact for post-sale support.
• Lead customer onboarding and ensure early value.
• Monitor customer success metrics and advocate for feedback.

Skills

Customer Success

Account Management

Communication

Data Analysis

Organizational Skills

SaaS Knowledge

Tools

Salesforce

Job description

About the business

Elsevier is a global information and analytics company that supports researchers, clinicians, and institutions in advancing science and improving health outcomes. Our products and technology help communities expand knowledge and contribute to societal progress.

The Customer Success Manager (CSM) ensures customers receive maximum value from Elsevier’s products. You will drive adoption, engagement, retention, and measurable outcomes across a defined customer portfolio. As a trusted partner, you will work closely with Account Managers and cross‑functional teams to support customer goals and long‑term success.

Key Responsibilities

• Serve as the primary post‑sale contact, providing strategic guidance and support.
• Lead onboarding to help customers achieve early value and confidence with our solutions.
• Create clear success plans outlining goals, milestones, and expected outcomes.
• Monitor customer health and proactively address risks to support retention.
• Deliver regular business reviews focused on customer priorities and value.
• Collect and advocate for customer feedback to inform product and service improvements.
• Partner with Account Managers to ensure smooth handovers and aligned account strategy.
• Work with Product, Marketing, and other teams to deliver a unified customer experience.
• Identify growth opportunities based on customer needs and usage trends.
• Share insights, risks, and recommendations with the Regional Manager, Customer Success.
• Contribute to advocacy efforts such as case studies and user engagement activities.
• Maintain accurate customer information and activity data in CRM systems (e.g., Salesforce).
• Track and report portfolio metrics, including adoption trends and renewal signals.
• Follow customer success playbooks and support continuous improvement of team processes.
• Identify opportunities to streamline workflows and enhance the customer experience.

Skills & Experience

• Experience in Customer Success, Account Management, or another customer-facing role in SaaS or B2B environments.
• Knowledge of subscription lifecycles, onboarding practices, and retention strategies.
• Strong communication skills, with the ability to engage a wide range of stakeholders.
• Comfortable working with data and turning insights into clear recommendations.
• Organised, proactive, and able to manage multiple customers in a dynamic environment.
• Familiarity with Elsevier solutions or experience in research, academic, or healthcare sectors.

Working Pattern

Working flexible hours – flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.