Customer Success Manager helping clients achieve measurable outcomes leveraging Shook’s AI - powered creative intelligence and short - video production. Collaborating with performance marketing teams across Europe.
About the role
- Customer Success Manager at Elsevier ensuring customer engagement and retention while delivering seamless experiences and identifying growth opportunities. Driving adoption and measurable outcomes across the product portfolio.
Responsibilities
- Own the post‑sale customer relationship, acting as the primary point of contact and strategic advisor
- Lead onboarding, ensuring customers achieve early and sustained value
- Develop and execute success plans, defining customer goals, value milestones and measurable outcomes
- Monitor customer health (e.g. usage, adoption, engagement, NPS), proactively addressing risks and driving retention
- Deliver regular business reviews aligned to customer priorities, performance and value delivery
- Champion customer feedback, advocating for user needs and influencing product and service improvements
- Partner with Account Managers to ensure seamless handovers, coordinated account strategy and renewal alignment
- Work with Product, Marketing and other cross functional teams to deliver an integrated customer experience
- Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential
- Maintain accurate customer documentation and activities in CRM and CS systems (e.g. Salesforce)
Requirements
- Proven experience in Customer Success, Account Management or similar customer‑facing roles within SaaS or B2B environments
- Good understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers
- Excellent communication and engagement skills, able to influence stakeholders at all levels
- Analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations
- Highly organised, proactive and comfortable managing a diverse portfolio in a fast‑paced environment
- Knowledge of Elsevier’s products and services or experience in related industries is welcome
- Experience or education in a scientific field is an advantage
- Additional European languages would be beneficial
Benefits
- Working remotely from home and our office in a flexible hybrid pattern
- Working flexible hours - flexing the times you work in the day
- Health care plans and benefits
- Modern Family Benefits, including maternity, paternity, adoption and surrogacy
- Life assurance and accident policies
- Comprehensive pension and retirement plans
- Access to learning and development resources
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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