Customer Success Manager, Clinical Solutions

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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