Customer Success Manager

RELX INC; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global information leader is seeking a Customer Success Manager to drive customer engagement and retention in Greater London. This role emphasizes the importance of building strong relationships and ensuring customers achieve their strategic objectives using the full product portfolio. Ideal candidates will have experience in customer-facing roles, excellent communication skills, and the ability to leverage data insights for strategic growth. The company promotes a healthy work-life balance with flexible working conditions, making it an appealing place to contribute.

Benefits

Health care plans and benefits

Modern Family Benefits

Comprehensive pension plans

Access to learning resources

Qualifications

• Proven experience in Customer Success or Account Management within SaaS or B2B environments.
• Good understanding of the subscription lifecycle.
• Ability to translate data insights into effective recommendations.

Responsibilities

• Own the post-sale customer relationship and act as the primary point of contact.
• Lead customer onboarding and ensure they achieve value.
• Monitor customer health and drive retention efforts.

Skills

Customer Success experience

Excellent communication

Analytical skills

Organizational skills

Education

Education in a scientific field

Tools

Salesforce

Job description

Customer Success Manager

Are you an experienced Customer Success Manager excelling in retention, renewal growth and identifying upsell/cross selling opportunities?

Do you thrive in a collaborative setting where your ideas and creativity are valued?

About the role

You are accountable for ensuring customers realise maximum value from the full Elsevier product portfolio. By driving adoption, engagement, retention and measurable outcomes, the CSM plays a critical role in renewal success and identifying opportunities for growth within their defined customer portfolio. Serving as the customer's trusted advisor, the CSM partners closely with Account Managers and cross functional teams to deliver seamless experiences and ensure customers achieve their strategic objectives.

Key Responsibilities

Customer Success

• Own the post‑sale customer relationship, acting as the primary point of contact and strategic advisor;
• Lead onboarding, ensuring customers achieve early and sustained value;
• Develop and execute success plans, defining customer goals, value milestones and measurable outcomes;
• Monitor customer health (e.g. usage, adoption, engagement, NPS), proactively addressing risks and driving retention;
• Deliver regular business reviews aligned to customer priorities, performance and value delivery;
• Champion customer feedback, advocating for user needs and influencing product and service improvements.

Collaboration & Alignment

• Partner with Account Managers to ensure seamless handovers, coordinated account strategy and renewal alignment;
• Work with Product, Marketing and other cross functional teams to deliver an integrated customer experience;
• Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential;
• Provide account insights, risk assessments and strategic recommendations to the Regional Manager, Customer Success (RMCS);
• Contribute to customer advocacy initiatives including case studies, references and user engagement programs

Operational Excellence

• Maintain accurate customer documentation and activities in CRM and CS systems (e.g. Salesforce);
• Track and report metrics including adoption trends, renewal likelihood and growth signals across the portfolio;
• Execute standardised customer success playbooks and contribute to the ongoing enhancement of CS processes;
• Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience.

Skills & Experience

• Proven experience in Customer Success, Account Management or similar customer‑facing roles within SaaS or B2B environments;
• Good understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers;
• Excellent communication and engagement skills, able to influence stakeholders at all levels;
• Analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations;
• Highly organised, proactive and comfortable managing a diverse portfolio in a fast‑paced environment;
• Knowledge of Elsevier’s products and services or experience in related industries is welcome;
• Experience or education in a scientific field is an advantage;
• Additional European languages would be beneficial.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long‑term goals.

· Working remotely from home and our office in a flexible hybrid pattern

· Working flexible hours - flexing the times you work in the day

Working with us

We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co‑workers who are passionate about what they do, and how they do it.

Working for you

We want to protect your health, help you accumulate wealth and secure your future. We are therefore delighted to offer:

• Health care plans and benefits
• Modern Family Benefits, including maternity, paternity, adoption and surrogacy
• Life assurance and accident policies
• Comprehensive pension and retirement plans
• Access to learning and development resources
• Your recruiter will advise you on the benefits package for your location

About Elsevier

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

We know your well‑being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.

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 please contact 1-855-833-5120.

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.

Please read our Candidate Privacy Policy.

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.

USA Job Seekers:

EEO Know Your Rights.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.