RELX

Vice President, Customer Success

RELX

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $136,100 - $303,300 per year

Job Level

Lead

About the role

  • Review existing processes and continue to iterate and implement a customer success strategy focused on CSM contributions to value realization, renewals, and growth
  • Advance the organization toward a tech-enabled, solutions-focused model inspired by best practices in the technology industry
  • Evolve the current structure into a mature, scalable operating model for a global Customer Success organization
  • Serve as a thought partner to the SVP and senior leadership, contributing to the long-term roadmap for Customer Success at Elsevier
  • Lead and inspire a high-performing team of regional leaders and their organizations; provide mentorship, performance management, and professional growth paths
  • Foster a strong culture of accountability, innovation, and customer-centricity
  • Partner with Sales, Marketing and Product leaders to drive engagement strategies that reduce churn, increase renewal rates, and expand customer footprint
  • Ensure teams build strategic relationships with institutional customers, functioning as trusted advisors to product champions, senior academic and government stakeholders
  • Drive customer advocacy, NPS, and customer health metrics through data-informed decision-making and proactive engagement strategies
  • Lead and contribute to cross-functional initiatives in CSM enablement, Operations, Success Planning, and Customer Impact Management
  • Champion the development of tooling, dashboards, and processes to measure customer success outcomes globally
  • Use metrics, analytics, and feedback loops to continuously refine engagement strategy and customer experience across regions.

Requirements

  • Proven track record (12+ years) in SaaS customer success, post-sales, or professional services leadership
  • Minimum of 5 years in a senior executive role (VP or equivalent) managing regional or global CS organizations
  • Demonstrated experience leading large-scale customer success/engagement teams and managing managers/leaders in a high-growth SaaS environment
  • Demonstrated success driving renewals and expansion in a B2B SaaS or analytics-driven environment, ideally within academic, scientific, or governmental sectors
  • Excellent executive presence, influencing, and communication skills
  • Strategic systems thinker with a data-driven approach to decision-making, operational design, and leadership
  • Deep knowledge of customer success best practices, digital engagement models, and success platforms (Gainsight, Salesforce)
  • Technology-forward mindset with fluency in CS platforms and automation tools; able to collaborate with Product and Engineering on data-driven solutions
  • Experience operating effectively within an international, matrixed organization
  • MBA or advanced degree preferred.
Benefits
  • Well-being initiatives
  • Shared parental leave
  • Study assistance
  • Sabbaticals
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS customer successpost-sales leadershipprofessional services leadershipcustomer success best practicesdata-driven decision-makingoperational designcustomer engagement strategiesrenewals managementexpansion strategiesanalytics-driven environment
Soft Skills
executive presenceinfluencing skillscommunication skillsstrategic thinkingmentorshipperformance managementinnovationcustomer-centricityaccountabilitycollaboration
Certifications
MBAadvanced degree