Customer Success Manager

Customer Success Manager Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content, empowering them to contribute to social progress and improve human well‑being. About the Role The Customer Success Manager (CSM) is accountable for ensuring customers realize maximum value from the full Elsevier product portfolio. By driving adoption, engagement, retention, and measurable outcomes, the CSM plays a critical role in renewal success and identifies opportunities for growth within their defined customer portfolio. The CSM partners closely with Account Managers and cross‑functional teams to deliver seamless experiences and help customers achieve their strategic objectives. Responsibilities Own the post‑sale customer relationship as the primary point of contact and strategic advisor. Lead onboarding, ensuring early and sustained customer value. Develop and execute success plans, defining customer goals, value milestones, and measurable outcomes. Monitor customer health (usage, adoption, engagement, NPS), proactively addressing risks and driving retention. Deliver regular business reviews aligned to customer priorities, performance, and value delivery. Champion customer feedback and influence product and service improvements. Partner with Account Managers for seamless handovers, coordinated account strategy, and renewal alignment. Collaborate with Product, Marketing, and other cross‑functional teams to deliver an integrated customer experience. Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential. Provide account insights, risk assessments, and strategic recommendations to the Regional Manager, Customer Success (RMCS). Contribute to customer advocacy initiatives including case studies, references, and user engagement programs. Maintain accurate customer documentation and activities in CRM and CS systems (e.g., Salesforce). Track and report metrics such as adoption trends, renewal likelihood, and growth signals across the portfolio. Execute standardized customer success playbooks and contribute to ongoing process enhancement. Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience. Qualifications Proven experience in Customer Success, Account Management, or similar customer‑facing roles within SaaS or B2B environments. Deep understanding of the subscription lifecycle, including onboarding, adoption, and retention strategies. Excellent communication and engagement skills, able to influence stakeholders at all levels. Analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations. Highly organized, proactive, and comfortable managing a diverse portfolio in a fast‑paced environment. Knowledge of Elsevier’s products and services or experience in related industries (valued). A background in a science‑related industry (valued). Benefits Health benefits: medical, dental, and vision coverage. Retirement benefits: 401(k) with match and Employee Share Purchase Plan. Wellbeing: wellness platform, Headspace subscription, and Employee Assistance Programs. Insurance: short‑ and long‑term disability, life, accidental death, critical illness, and hospital indemnity. Family benefits: parental leave, adoption, and surrogacy support. Savings accounts: HSA, FSA, dependent care, and commuter benefits. Paid time off, plus volunteer and Employee Resource Group participation days. Base Pay Range Home based – New Jersey: $67,298 – $107,502 (base). Total Target Cash Range: $103,796 – $165,804. Pay mix between base and variable pay varies by sales role; please discuss with the recruiter. If performed in New York: base range $65,500 – $109,200; total target cash range $100,800 – $168,100. If performed in New York City: base $71,500 – $119,200; total target cash range $110,000 – $183,400. If performed in Rochester, NY: base $59,600 – $99,300; total target cash range $91,600 – $152,800. If performed in Ohio: base $56,600 – $94,400; total target cash range $87,000 – $145,100. Equal Opportunity Employer Elsevier is an equal‑opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights. #J-18808-Ljbffr