Elsevier · 4 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
$57K/yr - $94K/yrElsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. The Customer Success Manager (CSM) is responsible for ensuring customers realize maximum value from Elsevier’s product portfolio by driving adoption, engagement, retention, and measurable outcomes. This role involves acting as the primary point of contact for customers and collaborating with cross-functional teams to achieve strategic objectives.
ContentContent DiscoveryDeliveryHealth CareInformation ServicesInformation TechnologyPublishing
Responsibilities
Own the post‑sale customer relationship, acting as the primary point of contact and strategic advisor
Lead onboarding, ensuring customers achieve early and sustained value
Develop and execute success plans, defining customer goals, value milestones and measurable outcomes
Monitor customer health (e.g. 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, advocating for user needs and influencing product and service improvements
Partner with Account Managers to ensure seamless handovers, coordinated account strategy and renewal alignment
Work 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 including adoption trends, renewal likelihood and growth signals across the portfolio
Execute standardized customer success playbooks and contribute to the ongoing enhancement of CS processes
Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience
Qualification
Required
Have proven experience in Customer Success, Account Management or similar customer‑facing roles within SaaS or B2B environments
Possess an excellent understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers
Have excellent communication and engagement skills, able to influence stakeholders at all levels
Be analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations
Be highly organized, proactive and comfortable managing a diverse portfolio in a fast‑paced environment
Have knowledge of Elsevier's products and services or experience in related industries
Benefits
Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
Company
Elsevier
Elsevier is a world-leading provider of information solutions that enhance the performance of science, health, and technology. It is a sub-organization of RELX.
Founded in 1880
5001-10000 employees
H1B Sponsorship
Elsevier has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (32)
2024 (17)
2023 (28)
2022 (46)
2021 (28)
2020 (19)
Funding
Current Stage
Late StageTotal Funding
unknown2003-09-01Private Equity
Leadership Team
Dan Olley
EVP & CTO - Elsevier
C
Catherine Thrift
CFO
Recent News
News-Medical.Net
2026-01-16
2025-12-18
Business Wire
2025-12-17
Company data provided by crunchbase