Customer Success Manager, Europe

Morgan Healey Ltd; London; Hybrid; GBP 55,000 - 58,000; Full time

Job description

Morgan Healey Exclusive

Location: London / Hybrid / Remote UK

Salary: £55,000 - £58,000 Basic + Excellent Benefits

Our client, a global STM Publisher, requires a new Customer Success Manager, covering the Academic and Corporate markets across Europe.

We are searching for a confident and dynamic Customer Success professional with a passion for delivering exceptional service. You will work closely with some of the client's most valued customers, ensuring they have an outstanding experience throughout their journey with the client.

This role calls for a natural communicator and relationship builder, someone who understands the research landscape and thrives on creating strong, strategic partnerships. You'll also have the exciting opportunity to travel across Europe, meeting and presenting to world-leading research institutions.

Key Responsibilities:

1. Building Strong Relationships: Develop deep connections with key accounts, expanding relationships beyond initial purchasers to wider stakeholder groups.
2. Leading Customer Evaluations: Design and deliver impactful evaluations, setting clear success metrics and outcomes for major customers.
3. Driving Value: Use insights and data to uncover unmet needs, introduce new products, and conduct annual account reviews to ensure maximum value.
4. Showcasing Impact: Collaborate with customers to create compelling case studies, testimonials, and materials that highlight the value of products and services.
5. Onboarding & Engagement: Ensure smooth onboarding for new customers and lead initiatives to drive product adoption and engagement.
6. Delivering Events & Training: Organise and run customer training sessions, workshops, and represent the company at key industry events and conferences.
7. Collaborating Cross-Functionally: Partner with teams across Product, Sales, Support, and Marketing to deliver an outstanding customer experience.

Skills & Experience:

1. Proven experience in a B2B customer success role, ideally within STM (Scientific, Technical, and Medical) publishing.
2. Strong interpersonal skills with the ability to build rapport and trust with academic and senior stakeholders.
3. Confident presenter—comfortable engaging both one-on-one and with larger groups.
4. Skilled in using data to tell a story and clearly communicate value and outcomes.
5. Experience working within a matrix organisation and collaborating across multiple internal teams.
6. Solid understanding of the research and publishing landscape, including open access trends and competitor activity.