Customer Success Manager

Customer Success Manager

Do you enjoy driving customer engagement and satisfaction?

Are you experienced in cloud-based software solutions?

Location: Home based, Cambridge or London UK or Amsterdam

About our Team

For well over a century, our trusted brands have helped advance science and healthcare to advance human progress. Researchfish is part of Elsevier and is a global leader in advanced information and decision support in science and healthcare. We strengthen confidence through trusted quality, deliver mission-critical insights, and provide solutions for better outcomes. We help impact makers succeed with expert advice and tools, enhance everything through technology and innovation, and champion inclusion and sustainability. These are the customer promises that we collectively commit to deliver, day in, day out

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—including Researchfish, a tool for tracking research outputs and outcomes—as well as the other Elsevier SaaS solutions. Clients you would work with include research leaders, funders, charities, research organisations, and research centres.

Responsibilities

• This role will be split between managing clients for the product Researchfish as well as the rest of the Elsevier product portfolio initially with a specific focus on the solutions portfolio.
• 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.
• 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.
• 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.
• Monitor new platform developments, open support tickets that impact the customer, escalating any issues, and ensuring the customer is fully informed, updated and their expectations managed.
• 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.
• Promote best practice and ensure that customers understand how to get the best value from their use of Elsevier products and solutions.

Requirements

• Have an undergraduate degree
• 3+ years of customer-facing experience, ideally in customer success or account management.
• Background in supporting software solutions and curious about new technologies and AI
• Proven track record in building long-term client relationships and driving customer engagement and adoption.
• Proficient in CRM systems, preferably Salesforce.
• Skilled in stakeholder communication across multiple channels.
• Background in SaaS or understanding of the research environment is advantageous.
• 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

We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.

Working for you

At Elsevier, we know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits specific to the UK region that we are delighted to offer:

• Generous holiday allowance with the option to buy additional days
• Health screening, eye care vouchers and private medical benefits
• Wellbeing programs
• Life assurance
• Access to a competitive contributory pension scheme
• Long service awards
• Save As You Earn share option scheme
• Travel Season ticket loan
• Maternity, paternity and shared parental leave
• Access to emergency care for both the elderly and children
• RECARES days, giving you time to support the charities and causes that matter to you
• Access to employee resource groups with dedicated time to volunteer
• Access to extensive learning and development resources
• Access to employee discounts via Perks at Work

To Apply

Please submit your resume with a cover letter specifically outlining your interest in the role. If you receive an error message when adding your cover letter, please combine you CV and cover letter into one document.

About Us

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.