Global Digital Customer Success Leader

RX Brasil; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Health screening

Dental/Medical benefits

Flexible working hours

Hybrid work model

Pension scheme

Job summary

Elsevier seeks a Digital Customer Success Manager, Global, to design and deliver digital engagement programs that help customers realise value from Elsevier solutions throughout their lifecycle.

You will work with CS Leaders and cross-functional teams to create personalized journeys, onboard new customers, drive product adoption, monitor health, and support renewal readiness using Gainsight and other platforms.

Qualifications

• Experience in Customer Success or related field.
• Ability to design data-driven, scalable engagement programs.
• Experience using Gainsight, Salesforce or similar platforms.

Responsibilities

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

Skills

Customer Success

Gainsight

Salesforce

Data analytics

Cross-functional

Tools

Gainsight

Salesforce

Job description

Elsevier seeks a Digital Customer Success Manager, Global, to design and deliver digital engagement programs that help customers realise value from Elsevier solutions throughout their lifecycle.

You will work with CS Leaders and cross-functional teams to create personalized journeys, onboard new customers, drive product adoption, monitor health, and support renewal readiness using Gainsight and other platforms.