Customer Success Manager

RELX Group plc; Greater London; Hybrid; GBP 45,000 - GBP 60,000; Full time

Job summary

A global information and analytics company is seeking a Customer Success Manager to ensure clients receive maximum value from its products. You will drive customer adoption, engagement, and retention while working closely with Account Managers and cross-functional teams. The ideal candidate should have a background in Customer Success or Account Management, outstanding communication skills, and the ability to manage multiple customers effectively. This role includes flexible working hours and a commitment to employee well-being.

Benefits

Flexible working hours

Well-being initiatives

Sabbatical options

Qualifications

• Experience in Customer Success or Account Management in SaaS or B2B.
• Strong communication skills with various stakeholders.
• Ability to manage multiple customers in a dynamic environment.

Responsibilities

• Serve as the primary post-sale contact providing strategic guidance.
• Create clear success plans outlining goals and expected outcomes.
• Deliver regular business reviews focused on customer priorities.

Skills

Customer Success Management

Account Management

Communication skills

Data analysis

Organizational skills

Tools

Salesforce

Job description

.Customer Success Manager page is loaded## Customer Success Managerlocations: United Kingdom: France: London: Amsterdam: Netherlandstime type: Full timeposted on: Posted Todayjob requisition id: R107028**About the business** Elsevier is a global information and analytics company that supports researchers, clinicians, and institutions in advancing science and improving health outcomes. Our products and technology help communities expand knowledge and contribute to societal progress.## **About the role**The Customer Success Manager (CSM) ensures customers receive maximum value from Elsevier’s products. You will drive adoption, engagement, retention, and measurable outcomes across a defined customer portfolio. As a trusted partner, you will work closely with Account Managers and cross‑functional teams to support customer goals and long‑term success.## **Key Responsibilities*** Serve as the primary post‑sale contact, providing strategic guidance and support.* Lead onboarding to help customers achieve early value and confidence with our solutions.* Create clear success plans outlining goals, milestones, and expected outcomes.* Monitor customer health and proactively address risks to support retention.* Deliver regular business reviews focused on customer priorities and value.* Collect and advocate for customer feedback to inform product and service improvements.* Partner with Account Managers to ensure smooth handovers and aligned account strategy.* Work with Product, Marketing, and other teams to deliver a unified customer experience.* Identify growth opportunities based on customer needs and usage trends.* Share insights, risks, and recommendations with the Regional Manager, Customer Success.* Contribute to advocacy efforts such as case studies and user engagement activities.* Maintain accurate customer information and activity data in CRM systems (e.g., Salesforce).* Track and report portfolio metrics, including adoption trends and renewal signals.* Follow customer success playbooks and support continuous improvement of team processes.* Identify opportunities to streamline workflows and enhance the customer experience.## **Skills & Experience*** Experience in Customer Success, Account Management, or another customer-facing role in SaaS or B2B environments.* Knowledge of subscription lifecycles, onboarding practices, and retention strategies.* Strong communication skills, with the ability to engage a wide range of stakeholders.* Comfortable working with data and turning insights into clear recommendations.* Organised, proactive, and able to manage multiple customers in a dynamic environment.* Familiarity with Elsevier solutions or experience in research, academic, or healthcare sectors.**Work in a way that works for you**We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.**Working Pattern**Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive**We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click** **to access benefits specific to your location.**We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.**Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams** **.**Please read our .We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.***USA Job Seekers:***.RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.