Customer Success Manager

Role Overview

Customer Success Managers are the primary post-sales point of contact for customers, responsible for onboarding, enablement, and value realization across Solutions and Research Sales portfolios.

What You Will Do

Build and Nurture Customer Relationships, Drive Customer Satisfaction & Success, Support Retention & Renewal, Identify Cross-sell & Upsell Opportunities, Deliver Scalable Digital Training, Foster Cross-Functional Collaboration.

Why It Might Be a Fit

The Customer Success Manager serves as a trusted advisor to customers while protecting the existing revenue base and identifying upsell and cross-sell opportunities.

Requirements

• University degree
• Minimum 3 years in a Digital Customer Success Manager role and/or background in customer engagement and driving customer adoption
• SaaS background a plus
• Gainsight and AI experience highly desirable
• Experience with products in product portfolio, or else similar products
• Fluency in English
• Comfortable working in an international matrixed organization
• Self-starter, organized, has initiative and strong problem-solving skills
• Project management skills
• Strong, engaging (virtual and f2f) presentation skills to large and small audiences
• Fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio
• Influencing skills: at high-level executive and end-user level
• MS Product Suite fluency

Benefits

• Long Service Award
• Flexible Working Arrangements
• Access to Learning and Development Resources
• Shared parental leave
• Study assistance
• Sabbaticals

Tagged as: Gainsight, Project Management