Customer Success Manager

RELX

Customer Success Manager at Elsevier ensuring maximum customer value through engagement and retention strategies. Collaborating with teams to drive product adoption and strategic objectives while maintaining customer relationships.

Posted 5/31/2026full-timeNew York City • New Jersey, New York, Ohio • 🇺🇸 United StatesMid-LevelSenior💰 $67,298 - $107,502 per yearWebsite

About the role

Key responsibilities & impact

Own the post-sale customer relationship, acting as the primary point of contact and strategic advisor.
Lead onboarding, ensuring customers achieve early and sustained value.
Develop and execute success plans, defining customer goals, value milestones, and measurable outcomes.
Monitor customer health (usage, adoption, engagement, NPS), proactively addressing risks and driving retention.
Deliver regular business reviews aligned to customer priorities, performance, and value delivery.
Champion customer feedback, advocating for user needs and influencing product and service improvements.
Partner with Account Managers to ensure seamless handovers, coordinated account strategy, and renewal alignment.
Work with Product, Marketing, and other cross-functional teams to deliver an integrated customer experience.
Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential.
Provide account insights, risk assessments, and strategic recommendations to the Regional Manager, Customer Success (RMCS).
Contribute to customer advocacy initiatives including case studies, references, and user engagement programs.
Maintain accurate customer documentation and activities in CRM and CS systems (e.g., Salesforce).
Track and report metrics including adoption trends, renewal likelihood, and growth signals across the portfolio.
Execute standardized customer success playbooks and contribute to the ongoing enhancement of CS processes.
Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience.

Requirements

What you’ll need

Proven experience in Customer Success, Account Management, or similar customer-facing roles within SaaS or B2B environments.
Deep understanding of subscription lifecycle, including onboarding, adoption, and retention strategies.
Excellent communication and engagement skills, able to influence stakeholders at all levels.
Analytical and data-driven, with the ability to translate insights into compelling narratives and actionable recommendations.
Highly organized, proactive, and comfortable managing a diverse portfolio in a fast-paced environment.
Knowledge of Elsevier’s products and services or experience in related industries. (Valued).
A background in a science-related industry. (Valued).

Benefits

Comp & perks

Health benefits: medical, dental, and vision coverage
Retirement benefits: 401(k) with match and Employee Share Purchase Plan
Wellbeing: wellness platform, Headspace subscription, and Employee Assistance Programs
Insurance: short- and long-term disability, life, accidental death, critical illness, and hospital indemnity
Family benefits: parental leave, adoption, and surrogacy support
Savings accounts: HSA, FSA, dependent care, and commuter benefits
Paid time off, plus volunteer and Employee Resource Group participation days

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementonboardingadoption strategiesretention strategiesdata analysisCRM systemsSaaSB2B

Soft Skills

communication skillsengagement skillsanalytical skillsorganizational skillsproactiveinfluencing skills