Customer Success Manager Are you skilled in driving meaningful engagement to achieve client success? Would you like to join a company that helps advance science, technology and health?
About our Team Our Academic & Government team helps our communities accelerate knowledge for a better world by helping to establish, discover and advance knowledge. We do this by turning scientific discoveries into peer reviewed knowledge, hosting the world's richest corpus of knowledge, allowing users to unlock insights from content and by measuring the quality and impact of research - turning insights into outcomes.
About the role Customer Success Managers are the primary post-sales point of contact for customers. As such, they are responsible for onboarding, enablement, and value realization across Solutions and Research Sales portfolios and are expected to be fluent in all portfolio offerings. They work closely with Account Managers, Account Support, and other support functions to ensure strategic goals within the account are achieved. For certain product sets, they may coordinate with a technical onboarding team during implementation, after which they become the main point of contact through adoption, ongoing engagement, and renewal. The Customer Success Manager (CSM) is focused on customer engagement, success, and satisfaction in adopting Elsevier solutions. The CSM serves as a trusted advisor to customers while protecting the existing revenue base and identifying upsell and cross-sell opportunities. The primary role of a CSM is to drive value realization and effective use of solutions and products to ensure successful adoption, continuously improve customer satisfaction, and maximize customer outcomes. Their focus is on customer retention, renewal growth, and identifying upsell and cross-sell opportunities, supported by trainer, implementation, and consulting functions.
Responsibilities
Build and Nurture Customer Relationships Establish trusted partnerships, identify and develop champions, facilitate feedback between customers and product teams, and address organizational requirements and queries.




Drive Customer Satisfaction & Success Deliver tailored value stories, demonstrate ROI, and reinforce the benefits of digital solutions to enhance customer engagement.
Support Retention & Renewal Collaborate with Sales to highlight value, address customer needs, and advocate for solution renewals.
Identify Cross-sell & Upsell Opportunities Analyze customer data and ambitions to uncover growth opportunities, adding value through personalized insights and experience.
Deliver Scalable Digital Training Conduct effective online and face-to-face training sessions, including product demos and workshops, aligned with customer needs.
Foster Cross-Functional Collaboration Share success stories, insights, and best practices across customer-facing teams and the broader organization to ensure clear communication of value propositions.
Requirements
University degree
Minimum 2 years in a Digital Customer Success Manager role and/or background in customer engagement and driving customer adoption
SaaS or Publishing background a plus
Gainsight and AI experience highly desirable
Experience with products in product portfolio, or else similar products
Background in customer engagement and driving customer adoption a plus
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
Work for you




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 well-being initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
These are some of the benefits we are delighted to offer
Long Service Award: Recognition for your dedication and loyalty.
Flexible Working Arrangements: Balance work and personal life effectively.
Access to Learning and Development Resources: Empowering your qualified growth.
We are delighted to offer country specific benefits.
About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world. We know your well-being and happiness are key to a long and successful career. 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 Applicant Request Support Form or please contact **************. 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: EEO Know Your Rights. Elsevier is part of RELX Group. Let's shape progress together. Join us. elsevier.com/about/careers
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📌 Customer Success Manager (Sydney)
🏢 Elsevier
📍 Sydney