Global Digital Customer Success Lead

Relx Plc; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Private medical benefits

Health screening

Life assurance

Pension scheme

Shared parental leave

Study assistance

Sabbaticals

Long service awards

Job summary

Elsevier is hiring a Digital Customer Success Manager to design and deliver scalable digital journeys across onboarding, adoption, health, and renewal. You will leverage Gainsight and Salesforce to create data‑driven, personalized experiences that empower CS managers to focus on high‑value interactions.

This hybrid role offers a London/Singapore footprint with flexible hours, strong wellbeing initiatives, learning opportunities, and a path for career growth within the global CS organization.

Qualifications

• Proven ability to analyse customer data and derive actionable insights.
• Strong written and verbal communication skills.
• Experience collaborating with cross‑functional teams.

Responsibilities

• Design, build, and optimize digital customer journeys across onboarding, adoption, engagement, and renewal.
• Partner with CS Managers and stakeholders to identify lifecycle moments and engagement opportunities.
• Create personalized communications using Gainsight and related platforms.
• Monitor engagement and program performance to drive continuous improvement.
• Develop global digital CS processes, playbooks, and enablement materials.

Skills

Analytical thinking

Communication skills

Collaboration

Interest in AI/automation

Tools

Gainsight

Salesforce

Job description

Elsevier is hiring a Digital Customer Success Manager to design and deliver scalable digital journeys across onboarding, adoption, health, and renewal. You will leverage Gainsight and Salesforce to create data‑driven, personalized experiences that empower CS managers to focus on high‑value interactions.

This hybrid role offers a London/Singapore footprint with flexible hours, strong wellbeing initiatives, learning opportunities, and a path for career growth within the global CS organization.