Digital Customer Success Manager, Global

Role Overview

The Digital Customer Success Manager will play a key role in designing and delivering digital customer engagement programs that help customers realize value from Elsevier solutions throughout their lifecycle. The role involves creating data-driven, personalized customer journeys that support onboarding, product adoption, customer health, engagement, retention, and renewal readiness. The manager will work closely with Customer Success Managers, Customer Success Leadership, and cross-functional teams to deliver the right experience at the right time while enabling Customer Success Managers to focus on high-value customer interactions.

What You Will Do

Responsibilities include designing, building, and optimizing digital customer journeys across onboarding, adoption, engagement, customer health, and renewal stages; partnering with Customer Success Managers and business stakeholders to identify key customer lifecycle moments and engagement opportunities; developing targeted and personalized customer communications using Gainsight and related platforms; and monitoring customer engagement and program performance.

Why It Might Be a Fit

The ideal candidate will have experience in Customer Success, Customer Experience, Digital Customer Success, customer engagement, or a related field, and will be able to leverage technology, AI, and automation to improve customer experiences. The role requires strong analytical and problem-solving skills, excellent written and verbal communication skills, and the ability to collaborate effectively with cross-functional teams and stakeholders.

Requirements

• Experience in Customer Success, Customer Experience, Digital Customer Success, customer engagement, or a related field.
• Experience supporting customer lifecycle programs, automated customer journeys, or digital engagement initiatives.
• Experience using Gainsight, Salesforce, or similar Customer Success or CRM platforms.
• Strong analytical and problem-solving skills with the ability to interpret customer data and generate insights.
• Excellent written and verbal communication skills.
• Proven ability to collaborate effectively with cross-functional teams and stakeholders.

Benefits

• 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
• RE CARES 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