Key skills
AIAnalyticsSaaSLeadershipProject ManagementChange ManagementCommunicationCollaborationPresentation SkillsCustomer Success
About this role
Role Overview
- 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
- Manage global SME workload distribution as assigned to ensure efficient coverage, prioritization, and responsiveness
- Collaborate closely with Customer Success leadership team on assigned initiatives
- 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
- Comprehensive, multi-carrier program for medical, dental and vision benefits
- 401(k) with match and an Employee Share Purchase Plan
- 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 to participate in Employee Resource Groups and to volunteer with your charity of choice