About the Role
The Customer Success Manager (CSM) is responsible for driving customer engagement, satisfaction, and successful adoption of all Elsevier solutions. The role focuses on ensuring customers derive maximum value from our products—includingResearchfish, a tool for tracking research outputs and outcomes—as well as the other Elsevier SaaS solutions. Clients you would work withinclude research leaders, funders, charities, research organisations, and research centres.
Responsibilities
1. This role will be split between managing clients for the product Researchfish as well as the rest of the Elsevier product portfolioinitially with a specific focus on the solutions portfolio.
2. Develop and proactively manage ongoing relationships with customers, monitor customer health, and in general ensure that our customers are successful and have the best possible experience with us, to support growing revenue.
3. You will often be the first port of call for existing customers with queries or concerns over their use of products and solutions. You will be striving to ensure the customers get the most value out of their solutions, and therefore safeguard client renewals.
4. Manage a programme of ongoing customer touch point meetings to maintain engagement with customers for Elsevier products, including Researchfish and ensure a continued understanding of their needs, issues, success stories and so on.
5. Monitor new platform developments, open support tickets that impactthe customer, escalating any issues, and ensuring the customer is fully informed, updated and their expectations managed.
6. Partner with cross-functional teams to drive account to contract renewal and ensure a coordinated and trouble-free experience for customers throughout their lifecycle with the Elsevier services and products.
7. Promote best practice and ensure that customers understand how to get the best value from their use of Elsevier products and solutions.
Requirements
8. Have an undergraduate degree
9. 3+ years of customer-facing experience, ideally in customer success or account management.
10. Background in supporting software solutions and curious about new technologies and AI
11. Proven track record in building long-term client relationships and driving customer engagement and adoption.
12. Proficient in CRM systems, preferably Salesforce.
13. Skilled in stakeholder communication across multiple channels.
14. Background in SaaS or understanding of the research environment is advantageous.
15. Ideally be fluent in Italian or German
Work in a way that works for you
We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, we will help you meet your immediate responsibilities and your long-term goals.
• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive
Working with us