Customer Success Consultant – Team Manager

Role Overview

• Manage and deliver key projects as assigned and delegated by Global Director of CS Consulting
• Lead, coach, and develop a global team of Customer Success Consultant SMEs
• Ensure strong expertise across products, workflows, use cases, and competitive positioning
• Enable delivery of advanced consultative engagements, including onboarding, change management, process improvement, and in-depth product training
• Foster a culture of continuous learning, thought leadership, and customer-centric problem solving
• Ensure proactive and effective SME engagement with customers and CSMs, particularly for complex needs and high-value accounts
• Partner with regional CSM leadership to support renewal, retention, and growth strategies
• Act as an escalation point for complex customer situations, coordinating timely resolution with Product, Support, and Engineering
• Provide direct SME coverage to address vacancies and capacity gaps, aligned with personal product expertise
• Manage global SME workload distribution as assigned to ensure efficient coverage, prioritization, and responsiveness
• Drive alignment between SMEs and CSM teams, Product, Marketing, Support, and Sales as required for collaborative problem-solving
• Serve as project lead or project manager for key cross-functional initiatives, from planning through execution and completion
• Identify trends, customer needs, and product opportunities through SME engagements
• Lead change management efforts related to new products, AI capabilities, tools, and evolving Customer Success models

Requirements

• Strong customer-first mindset focused on accelerating time-to-value and maximizing satisfaction
• Bachelor’s degree required; advanced degree preferred
• Proven people management experience with leadership, coaching, and team development skills
• Experience in SaaS, data analytics, publishing, and/or research solutions, with demonstrated success in Customer Success roles
• Deep understanding of Academic & Government customer workflows and success drivers
• Excellent analytical, communication, and presentation skills
• Proven cross-functional collaboration experience, ideally within a global, matrixed organization
• Familiarity with Elsevier’s product portfolio and project management experience preferred

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
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice