Customer Success Manager, Clinical Solutions
Job Description
Customer Success Manager, Clinical Solutions
Do you have experience with operational customer support and implementing or supporting software solutions?
Do you thrive in a collaborative setting where your ideas and creativity are
valued?
About the Role
The Customer Success Manager (CSM) is the primary post-sales contact for assigned customers and plays a key role in ensuring satisfaction, retention, and growth across Elsevier’s Clinical Solutions portfolio. As a trusted partner, the CSM leads post-implementation engagement and supports customers in achieving strategic outcomes and long-term value.
This role blends healthcare expertise, SaaS acumen, and customer relationship management to support customer success throughout their journey. CSMs collaborate across internal teams to address needs, deliver value, and guide the customer experience from adoption through renewal.
About the Team
The Customer Performance Team is part of Elsevier’s Clinical Solutions Customer Success organization. We work closely with healthcare organizations to help them maximize the value of our products. Our team focuses on providing expert guidance, tailored support, and a seamless experience to empower customers, drive adoption, and strengthen long-term relationships.
Responsibilities
Build and maintain strong, trusted relationships with customers to support their long-term success
Act as the primary post-sales contact, guiding customers through their engagement and growth journey
Collaborate cross-functionally to ensure customer needs are understood and addressed
Reinforce value by aligning solutions to customer goals and demonstrating meaningful outcomes
Support account growth by identifying strategic opportunities and informing renewal planning
Represent the customer perspective internally to help shape product and content direction
Monitor account health, identify risks or opportunities, and support proactive engagement strategies
Participate in high-level discussions with both customer and internal leadership
Contribute to team development by sharing insights, supporting onboarding, and helping refine team strategy
Qualifications
Background in Nursing, Health Administration, Informatics, or a related field preferred
Have 3–5 years of experience at a SaaS company preferred
Possess high level understanding of subscription-based business models and the customer lifecycle
Have experience with customer engagement, adoption strategies, and relationship management
Be proficient in CRM, Customer Success platforms, Microsoft Office Suite, and other relevant customer management tools
Demonstrate knowledge of digital health solutions or similar enterprise technologies; publishing experience a plus
Be skilled in analyzing data, identifying trends, and translating insights into action
Have excellent virtual and in-person facilitation, presentation, and influence skills
Fluency in English required, Arabic, Spanish, or Portuguese a plus
Have excellent organizational skills, and effective problem-solving abilities.
Work in a way that works for you:
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working for you:
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
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
In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
About the business:
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
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Company Information
Location: London, United Kingdom
Type: Hybrid