Purpose of the Role:
The Customer Success Manager (CSM) serves as the primary post-sales contact for customers, responsible for onboarding, enablement, and driving value realization within Solutions or Research Sales. They work closely with Account Managers, Support, and other teams to meet strategic objectives. In some cases, they coordinate technical onboarding but remain the main point of contact through to renewal. Focused on the DACH region (Germany, Austria, Switzerland), the CSM aims to build trust, ensure product adoption, enhance customer satisfaction, and identify upsell and cross-sell opportunities. Their goal is to maximize customer retention, renewal, and growth.

 

Key Responsibilities:

• Post-Sales Handoff: Collaborate with Account Managers to verify sales outcomes, define roles, and update CRM with relevant information.

• Customer Engagement: Establish regular contact with stakeholders to discuss needs, adoption, health metrics, and perceptions. Track and update CRM, identifying opportunities for growth before renewals.

• Relationship Management: Develop trusted advisor relationships, identify champions, and facilitate communication between customers and product teams to align on requirements.

• Customer Satisfaction & Success: Deliver tailored Customer Business Reviews, demonstrate ROI, and ensure customers realize the benefits of our solutions.

• Renewals & Upselling: Support renewal processes by highlighting value, customer needs, and advocating for Elsevier solutions.

• Cross-sell & Upsell: Analyze customer data and needs to identify additional opportunities for value addition.

• Training Delivery: Conduct scalable training sessions, both digital and face-to-face, to ensure effective product adoption.

• Cross-Functional Collaboration: Share insights and success stories across teams to communicate the value proposition clearly.

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Qualifications & Skills:

• University degree or equivalent experience/level of thinking

• Experience in Customer Success, SaaS, or Publishing preferred

• Knowledge of the product portfolio or similar products preferred

• Fluency in English and German (additional languages a plus)

• Strong organizational, initiative, and problem-solving skills

• Project management experience

• Excellent presentation and communication skills (virtual and in-person)

• Tech-savvy with troubleshooting skills and familiarity with the Elsevier portfolio preferred

• Influencing skills at both executive and end-user levels

• Proficiency in MS Office Suite, AI-tools, SalesForce, Monday.com, Gainsight preferred

• Excellent social skills and a collaborative, team-oriented mindset

• Self-motivated and inherently supportive by nature

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