Customer Success Manager

About the Role

Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions and are expected to be fluent in the respective portfolios. They coordinate closely with Account Managers, Account Support, and all other support functions to ensure strategic goals are met within the account.

The Customer Success Manager (CSM) is focused on customer engagement and their success and satisfaction in adopting our Elsevier solutions​. The CSM should become the trusted advisor for the customer while protecting the revenue base and revealing upsell and cross sell opportunities.

Responsibilities

The main role of a CSM is to ensure value and use of solutions/products to enable successful product adoption, continually improve customer satisfaction, and maximize success outcomes for customers. Their focus is on customer retention, renewal growth and identifyin...