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 a s 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 cu st omer 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 t he 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 f luent 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

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.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

Elsevier is a global leader in advanced information and decision support for science and healthcare. We believe that by working together with the communities we serve, we can shape human progress to go further, happen faster, and benefit all.

We support continuous discovery and uphold the highest standards of content integrity, reliability, and reproducibility so the communities we serve can advance their field of science, healthcare or innovation with confidence. By combining high-quality content with powerful analytics, we transform complexity into clarity and deliver mission-critical insights that help professionals make better decisions when it matters most.

We deliver insights that help research institutions, governments, and funders achieve their goals. We help researchers discover and share knowledge, collaborate, and accelerate innovation. We help librarians provide verified, quality information to universities.We help innovators turn knowledge into new products. We help health professionals improve patient care and educators train the next generation of doctors and nurses. Connecting quality content and innovative technologies, we make progress go further and happen faster. And by championing inclusion and sustainability, we ensure progress benefits all.

With 9,500 employees, over 2,300 technologists in 5 major tech hubs, and more than 60 locations across the globe, we are committed to supporting the scientific and healthcare communities around the world. We offer a diverse range of opportunities across technology, commercial, business, and early career jobs. If you are looking for a career that inspires progress in science, innovation and health, and allows you to grow every day, find your team at Elsevier.