Job Description

Do you enjoy partnering with customers to help them achieve meaningful outcomes from healthcare technology?

Are you motivated by building trusted relationships and improving the customer experience through collaboration and insight?

About our 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.

About the Role
The Customer Success Manager I (CSM) is the primary post-sales contact for assigned customers and supports satisfaction, retention, and growth across Elsevier’s Clinical Solutions portfolio. This role focuses on guiding customers after implementation to help them achieve strategic outcomes and long-term value. The position combines healthcare knowledge, SaaS experience, and relationship management to support customers throughout their journey.

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

• Contribute to team knowledge-sharing, onboarding efforts, and process improvement initiatives

Requirements

• Background in Nursing, Health Administration, Informatics, or a related field preferred

• Experience in a SaaS or healthcare-related environment

• Understanding of subscription-based business models and the customer lifecycle

• Experience with customer engagement, adoption strategies, and relationship management

• Proficiency with CRM systems, Microsoft Office Suite, and customer-facing tools

• Knowledge of digital health solutions or similar enterprise technologies

• Ability to interpret data to identify trends and support customer success strategies

• Strong facilitation, presentation, influencing, organizational, and problem-solving skills

U.S. National Base Pay Range: $59,200 - $98,600. Geographic differentials may apply in some locations to better reflect local market rates.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here

Please read our Candidate Privacy Policy

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

USA Job Seekers:

EEO Know Your Rights