Customer Success Manager

About the Company

Elsevier is a worldwide information and analytics organisation dedicated to helping researchers, institutions and healthcare professionals advance science, strengthen care and improve outcomes for society. Through technology, data and content, the company supports the research, academic and clinical sectors in expanding knowledge and driving meaningful progress.

Role Overview

The Customer Success Manager is responsible for helping customers extract the greatest possible value from Elsevier’s product portfolio. This role focuses on increasing product adoption, engagement, retention and measurable results, while also supporting renewals and uncovering growth opportunities across the assigned customer base. Acting as a dependable advisor, the CSM works closely with Account Managers and other internal teams to ensure a smooth customer journey and alignment with business goals.

Customer Success Responsibilities

• Manage the relationship after the sale and serve as the customer’s main contact and strategic partner.
• Oversee onboarding so that customers begin realising value quickly and continue to do so over time.
• Create and implement success plans that define customer objectives, value checkpoints and measurable outcomes.
• Track customer health indicators such as usage, adoption, engagement and NPS, and intervene early when risks appear.
• Conduct recurring business reviews that connect customer priorities with performance and value delivery.
• Act as the voice of the customer by relaying feedback and helping shape product and service enhancements.

Collaboration and Account Alignment

• Work with Account Managers to ensure smooth transitions, coordinated account planning and alignment on renewals.
• Coordinate with Product, Marketing and other cross-functional teams to create a connected customer experience.
• Identify unmet needs and possible expansion areas, then share those growth opportunities with Account Managers.
• Provide the Regional Manager, Customer Success with account insights, risk evaluations and strategic suggestions.
• Support customer advocacy efforts such as references, case studies and user engagement activities.

Operational Excellence

• Keep customer records, engagement history and activities accurately updated in CRM and customer success systems such as Salesforce.
• Monitor and report on adoption trends, renewal probability and growth indicators across the portfolio.
• Use standard customer success playbooks and contribute ideas to improve them over time.
• Spot process and workflow improvements that can increase efficiency and enhance the customer experience.

Requirements

• Experience leading onboarding and helping customers achieve early and lasting value.
• Familiarity with Elsevier’s offerings, or relevant experience in a similar industry.
• Background in lifesciences, pharmaceuticals, medical or chemical sectors will be an advantage.
• Good grasp of the subscription customer lifecycle, including onboarding, adoption and retention drivers.
• Strong communication and engagement abilities, with the confidence to influence stakeholders at multiple levels.
• Comfort with analysis and data interpretation, including turning findings into persuasive recommendations and stories.
• Highly organised, proactive and able to manage a varied portfolio in a busy environment.

Benefits

• Medical inpatient and outpatient insurance coverage.
• Recognition through a long service award.
• Flexible working arrangements to help balance work and personal life.
• Access to learning and development resources to support professional growth.
• Wellbeing support initiatives, shared parental leave, study assistance and sabbaticals.

Additional Information

Elsevier emphasises a healthy work-life balance and supports employees with initiatives designed to help them manage both immediate responsibilities and long-term goals. The company also highlights its commitment to improving science, healthcare and social progress through innovative use of technology and analytics. The role is based in Singapore and is a full-time, onsite position.