Digital Customer Success Manager: Data-Driven Engagement

RELX Group; City of Westminster; Hybrid; GBP 48,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Wellbeing programs

Private medical benefits

Pension scheme

Job summary

Elsevier is seeking a Digital Customer Success Manager to design and deliver scalable digital engagement programs across onboarding, adoption, and renewal stages. You will partner with CS Leaders and cross-functional teams to create personalized journeys and insights-driven communications that drive customer value.

You will leverage Gainsight and Salesforce to monitor performance, optimize health metrics, and enable frontline teams to focus on high-value interactions.

Qualifications

• Experience in Customer Success, Customer Experience, or related digital engagement fields.
• Ability to design data-driven customer journeys and adoption strategies.
• Strong analytical skills with ability to translate data into insights.
• Excellent written and verbal communication skills.

Responsibilities

• Design, build, and optimize digital customer journeys across onboarding, adoption, engagement, health, and renewal stages.
• Partner with CS Managers and stakeholders to identify lifecycle moments and engagement opportunities.
• Develop targeted, personalized communications using Gainsight and CRM platforms.
• Monitor engagement and program performance to drive continuous improvement.
• Create playbooks, templates, and enablement materials for scalable execution across regions.
• Collaborate with CS Operations to ensure data, workflows, and automation support goals.
• Explore AI and automation opportunities to improve outcomes and efficiency.

Skills

Customer Success

Gainsight

Salesforce

Data analysis

Communication

Project management

Cross-functional collab

Tools

CRM tools

Job description

Elsevier is seeking a Digital Customer Success Manager to design and deliver scalable digital engagement programs across onboarding, adoption, and renewal stages. You will partner with CS Leaders and cross-functional teams to create personalized journeys and insights-driven communications that drive customer value.

You will leverage Gainsight and Salesforce to monitor performance, optimize health metrics, and enable frontline teams to focus on high-value interactions.