Customer Success Consultant – Team Manager
RELX
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $81,400 - $151,100 per year
About the role
- Manage and deliver key projects as assigned and delegated by Global Director of CS Consulting
- Lead, coach, and develop a global team of Customer Success Consultant SMEs
- Ensure strong expertise across products, workflows, use cases, and competitive positioning
- Enable delivery of advanced consultative engagements, including onboarding, change management, process improvement, and in-depth product training
- Foster a culture of continuous learning, thought leadership, and customer-centric problem solving
- Ensure proactive and effective SME engagement with customers and CSMs, particularly for complex needs and high-value accounts
- Partner with regional CSM leadership to support renewal, retention, and growth strategies
- Act as an escalation point for complex customer situations, coordinating timely resolution with Product, Support, and Engineering
- Provide direct SME coverage to address vacancies and capacity gaps, aligned with personal product expertise
- Manage global SME workload distribution as assigned to ensure efficient coverage, prioritization, and responsiveness
- Drive alignment between SMEs and CSM teams, Product, Marketing, Support, and Sales as required for collaborative problem-solving
- Serve as project lead or project manager for key cross-functional initiatives, from planning through execution and completion
- Identify trends, customer needs, and product opportunities through SME engagements
- Lead change management efforts related to new products, AI capabilities, tools, and evolving Customer Success models
Requirements
- Strong customer-first mindset focused on accelerating time-to-value and maximizing satisfaction
- Bachelor’s degree required; advanced degree preferred
- Proven people management experience with leadership, coaching, and team development skills
- Experience in SaaS, data analytics, publishing, and/or research solutions, with demonstrated success in Customer Success roles
- Deep understanding of Academic & Government customer workflows and success drivers
- Excellent analytical, communication, and presentation skills
- Proven cross-functional collaboration experience, ideally within a global, matrixed organization
- Familiarity with Elsevier’s product portfolio and project management experience preferred
Benefits
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementchange managementdata analyticscustomer successconsultative engagementsprocess improvementproduct trainingAI capabilitiesSaaSworkflows
Soft Skills
leadershipcoachingteam developmentcustomer-centric problem solvinganalytical skillscommunication skillspresentation skillscross-functional collaborationcontinuous learningthought leadership
Certifications
Bachelor's degreeadvanced degree