Customer Success Manager

Customer Success Manager

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.

About the Role:

The Customer Success Manager (CSM) plays a pivotal role across both pre- and post-sales stages, ensuring seamless onboarding, adoption, and long-term value realization of Elsevier solutions. Serving as a trusted advisor for customers in the Middle East—particularly Egypt, Jordan, Iraq, Kuwait, and Iran—the CSM collaborates closely with Account Managers and support teams to align on strategic goals, drive engagement, and uncover upsell and cross-sell opportunities. Their focus is on maximizing customer satisfaction, retention, and renewal growth throughout the customer lifecycle.

Key Responsibilities:

• Manage customer relationships to become a trusted partner – Develop new (influential) relationships – identify and nurture champions – facilitate product development through liaising between customer and product – identify requirements in relation to organizations’ ambition – navigate customer queries with relevant internal stakeholders.
• Drive customer satisfaction & customer success – Delivering tailored value stories (value reinforcement) – Demonstrating product/services ROI.
• Retention and Renewal – Supporting closing new agreements/renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions.
• Identify Cross-sell & upsell opportunities – Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience.
• Conduct Customer training in a scalable way – Ensure that all digital & f2f training is fulfilling a need with the customer/audience; this includes both demonstrations of products as well as workshops.
• Work cross functionally – Share experiences across customer facing teams as well as the greater Elsevier organization to share success stories and ensure value proposition is clearly communicated and understood.

Qualification

• Bachelor’s degree or equivalent.
• Preferred 3+ yrs of experience as Customer success manager or renewal, within the academics and government sectors.
• SaaS or publishing background preferred
• Proven project management and presentation skills
• Proficient in Microsoft Office Suite
• Fluent in English and Arabic

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