Customer Success Manager

RELX is a global information analytics company that helps institutions and professionals progress science and advance healthcare. The Customer Success Manager is responsible for ensuring customers realize maximum value from Elsevier’s products by driving adoption, engagement, and retention within their defined customer portfolio.

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

Requirements:

• 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