Elsevier

Customer Success Manager I, 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 I (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
• Function as a key post-sales contact, supporting customers through onboarding, adoption, and early growth
• Collaborate with cross-functional teams to ensure customer needs are communicated and addressed
• Reinforce product value by aligning solutions with customer goals and sharing relevant outcomes
• Support account growth by surfacing potential opportunities and contributing to renewal planning
• Share customer perspectives internally to help inform product and content enhancements
• Monitor account activity, flag risks or needs, and assist with proactive engagement strategies
• Participate in customer and internal leadership discussions as appropriate
• Contribute to team knowledge-sharing, onboarding efforts, and process improvement initiatives

Qualifications

• Background in Nursing, Health Administration, Informatics, or a related field preferred
• Have 1–3 years of experience in a SaaS or healthcare-related environment (preferred)
• Possess basic understanding of subscription-based business models and the customer lifecycle
• Have experience with customer engagement, adoption strategies, and relationship management
• Be proficient in use of CRM systems, Microsoft Office Suite, and other customer-facing tools
• Demonstrate knowledge of digital health solutions or similar enterprise technologies; publishing experience a plus
• Be skilled in interpreting data to identify trends and support customer success strategies
• Have excellent in-person facilitation, presentation, and influencing 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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