Customer Success Manager (m/f/d)

Position: Customer Success Manager (m/f/d)

Location: Germany, Netherlands

Languages: German and English

About us:

Elsevier is a global information analytics business that helps institutions and professionals advance healthcare, open science and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers. Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, 38,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group. With a wide range of technology jobs, commercial and business jobs, and graduate jobs, there is a part for everyone to play. We need talented people to help us inspire ground-breaking research. 

Purpose of the Role:
The Customer Success Manager (CSM) serves as the primary post-sales contact for customers, responsible for onboarding, enablement, and driving value realization within Solutions or Research Sales. They work closely with Account Managers, Support, and other teams to meet strategic objectives. In some cases, they coordinate technical onboarding but remain the main point of contact through to renewal. Focused on the DACH region (Germany, Austria, Switzerland), the CSM aims to build trust, ensure product adoption, enhance customer satisfaction, and identify upsell and cross-sell opportunities. Their goal is to maximize customer retention, renewal, and growth.

Key Responsibilities:

• Post-Sales Handoff: Collaborate with Account Managers to verify sales outcomes, define roles, and update CRM with relevant information.

• Customer Engagement: Establish regular contact with stakeholders to discuss needs, adoption, health metrics, and perceptions. Track and update CRM, identifying opportunities for growth before renewals.

• Relationship Management: Develop trusted advisor relationships, identify champions, and facilitate communication between customers and product teams to align on requirements.

• Customer Satisfaction & Success: Deliver tailored Customer Business Reviews, demonstrate ROI, and ensure customers realize the benefits of our solutions.

• Renewals & Upselling: Support renewal processes by highlighting value, customer needs, and advocating for Elsevier solutions.

• Cross-sell & Upsell: Analyze customer data and needs to identify additional opportunities for value addition.

• Training Delivery: Conduct scalable training sessions, both digital and face-to-face, to ensure effective product adoption.

• Cross-Functional Collaboration: Share insights and success stories across teams to communicate the value proposition clearly.

Qualifications & Skills:

• University degree or equivalent experience/level of thinking

• Experience in Customer Success, SaaS, or Publishing preferred

• Knowledge of the product portfolio or similar products preferred

• Fluency in English and German (additional languages a plus)

• Strong organizational, initiative, and problem-solving skills

• Project management experience

• Excellent presentation and communication skills (virtual and in-person)

• Tech-savvy with troubleshooting skills and familiarity with the Elsevier portfolio preferred

• Influencing skills at both executive and end-user levels

• Proficiency in MS Office Suite, AI-tools, SalesForce, Monday.com, Gainsight preferred

• Excellent social skills and a collaborative, team-oriented mindset

• Self-motivated and inherently supportive by nature

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 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.

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