RELX

Customer Success Manager

RELX

full-time

Posted on:

Location Type: Office

Location: London • United Kingdom

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About the role

  • 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.

Requirements

  • 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.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
customer successaccount managementonboarding practicesretention strategiesdata analysisportfolio metrics trackingsubscription lifecyclesCRM systems
Soft Skills
strategic guidancecommunication skillsproactiveorganizational skillsstakeholder engagementinsight generationcustomer advocacy