Customer Success Manager

Role Overview

The Customer Success Manager will manage customer relationships across a portfolio of hospitals, university medical centers, and healthcare organizations in Japan, helping them successfully adopt and gain ongoing value from Elsevier’s clinical solutions.

What You Will Do

The role involves developing and executing customer success plans, driving adoption and effective use of ClinicalKey and ClinicalKey AI, and helping customers maximize the value of Elsevier solutions in their daily workflows.

Why It Might Be a Fit

The ideal candidate will have experience in customer success, account management, consulting, or customer support, with strong customer relationship management and stakeholder engagement skills.

Requirements

• Experience in Customer Success, Account Management, Consulting, Customer Support, or another customer-facing role
• Strong customer relationship management and stakeholder engagement skills
• Ability to drive customer adoption, retention, and long-term value
• Excellent presentation, facilitation, and communication skills
• Strong analytical, problem-solving, and organizational skills
• High level of Japanese communication skills and intermediate or above English for collaboration with global teams
• Comfortable using CRM platforms such as SFDC and working with customer usage and engagement data
• Customer-focused, proactive, accountable, and comfortable working across different teams and cultures
• Curiosity about emerging technologies, particularly AI and its application to healthcare and customer success
• Bachelors degree or higher
• Background in healthcare, nursing, SaaS, e-learning, clinical decision-support, or medical information products is advantageous but not required

Benefits

• Appealing working prospect for our people
• Numerous wellbeing initiatives
• Shared parental leave
• Study assistance
• Sabbaticals