Global Digital Customer Success Manager – Onboarding & Growth

Elsevier; Greater London; Hybride; GBP 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Generous holiday allowance

Private medical benefits

Pension scheme

Life assurance

Learning & development resources

Travel season ticket loan

Employee discounts

Résumé du poste

Elsevier is seeking a Digital Customer Success Manager, Global, to design and deliver digital customer engagement programs that drive value across the customer lifecycle. You will work with CS leaders and cross-functional teams to create data-driven, personalized journeys that support onboarding, adoption, health, engagement, retention, and renewal readiness.

Leveraging Gainsight and CRM platforms, you will enable CS managers to focus on high-value interactions while driving continuous

Qualifications

• Experience in Customer Success, Customer Experience, Digital Customer Success, or a related field.
• Experience supporting customer lifecycle programs, automated customer journeys, or digital engagement initiatives.
• Experience using Gainsight, Salesforce, or similar Customer Success or CRM platforms.
• Strong analytical and problem-solving skills with the ability to interpret customer data and generate insights.
• Excellent written and verbal communication skills.

Responsabilités

• Design, build, and optimize digital customer journeys across onboarding, adoption, engagement, customer health, and renewal stages.
• Partner with CSMs and stakeholders to identify lifecycle moments and engagement opportunities.
• Develop targeted and personalized communications using Gainsight and related platforms.
• Monitor engagement and program performance to drive continuous improvement.
• Support development of 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.

Connaissances

Customer Success

Gainsight

CRM platforms

Analytical skills

Communication skills

Cross-functional collaboration

AI & automation interest

Outils

Gainsight

Salesforce

Description du poste

Elsevier is seeking a Digital Customer Success Manager, Global, to design and deliver digital customer engagement programs that drive value across the customer lifecycle. You will work with CS leaders and cross-functional teams to create data-driven, personalized journeys that support onboarding, adoption, health, engagement, retention, and renewal readiness.

Leveraging Gainsight and CRM platforms, you will enable CS managers to focus on high-value interactions while driving continuous