Customer Success Manager, Clinical Solutions

Customer Success Manager I (CSM)

Do you enjoy partnering with customers to help them achieve meaningful outcomes from healthcare technology? Are you motivated by building trusted relationships and improving the customer experience through collaboration and insight?

The Customer Performance Team is part of Elsevier's Clinical Solutions Customer Success organization. We work closely with healthcare organizations to help them maximize the value of our products. Our team focuses on providing expert guidance, tailored support, and a seamless experience to empower customers, drive adoption, and strengthen long-term relationships.

The Customer Success Manager I (CSM) is the primary post-sales contact for assigned customers and supports satisfaction, retention, and growth across Elsevier's Clinical Solutions portfolio. This role focuses on guiding customers after implementation to help them achieve strategic outcomes and long-term value. The position combines healthcare knowledge, SaaS experience, and relationship management to support customers throughout their journey.

Responsibilities

• Build and maintain strong, trusted relationships with customers to support their long-term success
• Function as a key post-sales contact, supporting customers through onboarding, adoption, and early growth
• Collaborate with cross-functional teams to ensure customer needs are communicated and addressed
• Reinforce product value by aligning solutions with customer goals and sharing relevant outcomes
• Support account growth by surfacing potential opportunities and contributing to renewal planning
• Share customer perspectives internally to help inform product and content enhancements
• Monitor account activity, flag risks or needs, and assist with proactive engagement strategies
• Contribute to team knowledge-sharing, onboarding efforts, and process improvement initiatives

Requirements

• Background in Nursing, Health Administration, Informatics, or a related field preferred
• Experience in a SaaS or healthcare-related environment
• Understanding of subscription-based business models and the customer lifecycle
• Experience with customer engagement, adoption strategies, and relationship management
• Proficiency with CRM systems, Microsoft Office Suite, and customer-facing tools
• Knowledge of digital health solutions or similar enterprise technologies
• Ability to interpret data to identify trends and support customer success strategies
• Strong facilitation, presentation, influencing, organizational, and problem-solving skills

U.S. National Base Pay Range: $59,200 - $98,600. Geographic differentials may apply in some locations to better reflect local market rates.

We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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