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 working closely with Customer Success Managers, Customer Success Leadership, and cross-functional teams to create data-driven, personalized customer journeys that support onboarding, product adoption, customer health, engagement, retention, and renewal readiness.

What You Will Do

Design, build, and optimize digital customer journeys across onboarding, adoption, engagement, customer health, and renewal stages. Develop targeted and personalized customer communications using Gainsight and related platforms. Monitor customer engagement and program performance, using insights and data to drive continuous improvement.

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. They will be able to leverage technology, AI, and automation to improve customer experiences and have strong analytical and problem-solving skills with the ability to interpret customer data and generate insights.

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.
• Strong attention to detail and the ability to manage multiple priorities.
• Proven ability to collaborate effectively with cross-functional teams and stakeholders.
• Interest in leveraging technology, AI, and automation to improve customer experiences.

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