AI For Legal Customer Success Manager – Sydney

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 explicit 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

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📌 Ai For Legal: Customer Success Manager (Sydney)
🏢 AUS002 Thomson Reuters (Professional) Australia
📍 Sydney