Customer Success Manager (S.Asia)

Customer Success Manager

Are you driven by helping customers achieve measurable value from the solutions they invest in?

Do you take pride in building trusted relationships that support long-term adoption, engagement and retention?

About our Team

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. Our portfolio of solutions brings together extensive Scientific, Technical and Medical content, powerful analytics, and technologies. We help our corporate customers, R&D professionals, engineers, scientists and commercial marketing leaders, to innovate and commercialize ideas, products and processes.

About the Role

The Customer Success Manager (CSM) is accountable for ensuring customers realise maximum value from the full Elsevier product portfolio. By driving adoption, engagement, retention and measurable outcomes, the CSM plays a critical role in renewal success and identifying opportunities for growth within their defined customer portfolio. Serving as the customer's trusted advisor, the CSM partners closely with Account Managers and cross functional teams to deliver seamless experiences and ensure customers achieve their strategic objectives.

Responsibilities

• Lead the post‑sale customer relationship, acting as the primary point of contact and strategic advisor

• Develop and implement customer success plans that define goals, value milestones, and measurable outcomes

• Monitor customer health metrics (such as usage, adoption, engagement, NPS), proactively identifying and addressing risks to drive retention

• Deliver regular business reviews focused on customer priorities, performance, and value realization.

• Champion customer feedback by advocating for user needs and influencing product and service improvements

• Collaborate with Account Managers and cross-functional teams for seamless account transitions, coordinated strategy and integrated customer experiences

• Maintain accurate records in CRM and customer success systems, tracking adoption trends, renewal likelihood and identifying growth opportunities

• Contribute to team efficiency by executing standardized playbooks, enhancing customer success processes and supporting customer advocacy initiatives like case studies and user engagement programs

Requirements

• Over 5 years of demonstrated experience in Customer Success, Account Management, or related customer-facing roles within SaaS or B2B environments

• Familiarity with Elsevier’s portfolio and offerings, or relevant background in similar industries

• Comprehensive understanding of the subscription lifecycle, including best practices for onboarding, driving adoption, and retention strategies

• Exceptional communication and stakeholder engagement abilities, with proven capacity to influence individuals at all organizational levels

• Strong analytical mindset; adept at leveraging data insights to craft impactful narratives and actionable plans

• Highly organized, proactive, and effective at managing a varied portfolio in a dynamic, fast-paced setting

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 flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

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:
  ● Comprehensive Health Insurance: Covers you, your immediate family, and parents.
  ● Enhanced Health Insurance Options: Competitive rates negotiated by the company.
  ● Group Life Insurance: Ensuring financial security for your loved ones.
  ● Group Accident Insurance: Extra protection for accidental death and permanent disablement.
  ● Flexible Working Arrangement: Achieve a harmonious work-life balance.
  ● Employee Assistance Program: Access support for personal and work-related challenges.
  ● Medical Screening: Your well-being is a top priority.
  ● Modern Family Benefits: Maternity, paternity, and adoption support.
  ● Long-Service Awards: Recognizing dedication and commitment.
  ● New Baby Gift: Celebrating the joy of parenthood.
  ● Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
  ● Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
  ● Free Transport pick up and drop from the home -office - home (applies in Chennai)

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.

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.

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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.

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