Customer Success Manager

Elsevier

  • Beijing
  • Permanent
  • Full-time
  • 1 month ago
Are you interested in pursuing a career in scientific publishing?We are looking for an experienced Customer Success Manager in Beijing/Shanghai/Guangzhou. Are you the one?About our TeamElsevier 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 RoleWe are seeking an experienced Customer Success Manager (CSM) to join our team. In this role, you will leverage Elsevier’s research information products and solutions to empower researchers, academic/research institutions (e.g., universities, research institutes, laboratories), and government agencies. Your mission is to enhance their research performance and drive customer satisfaction.Responsibilities
  • Drive Product Adoption: Partner with customers (including university libraries, departments, research institutes, planning offices, HR departments, international offices, and other functional units) to conduct product training and promotional activities. Design and execute customer engagement initiatives (e.g., academic reading campaigns, search competitions, workshops) to ensure widespread and deep utilization of Elsevier products and solutions.
  • Build Trusted Advisor Relationships: Establish and maintain long-term, trusted partnerships with key customer decision-makers (e.g., Library Directors, Department Heads, Faculty Deans, University Presidents/Vice-Chancellors). Provide expert consultation on research output, talent development, and discipline advancement, leveraging the strengths of Elsevier’s portfolio. Strengthen relationships through regular visits, business reviews, and industry conferences.
  • Ensure Customer Satisfaction & Retention: Manage the entire customer lifecycle, including onboarding, training, regular check-ins, business reviews, and contract renewals. Monitor product usage data, gather customer feedback, and analyze user behavior to proactively track engagement. Identify potential renewal risks, collaborate with internal teams, secure support from key researchers, and clearly demonstrate product value to decision-makers to mitigate churn.
  • Identify Expansion Opportunities: Proactively engage with customers (decision-makers and end-users) to uncover new needs. Surface valuable expansion opportunities to the Sales team to ensure customers benefit from additional solutions.
  • Address Needs & Enhance Satisfaction: Deliver timely, high-quality reports on product collections and usage analytics. Gather customer feedback on product functionality and performance. Collaborate with Service and Product teams to promptly resolve issues or complaints.
Requirements
  • Ph.D. in Natural Sciences or Medicine, with a strong research background.
  • 2-5 years of experience working with universities, research institutions, and/or government agencies, with an understanding of their research evaluation mechanisms and processes.
  • Deep understanding of core researcher needs related to research, teaching, grant applications, publishing, and career development.
  • Excellent verbal and written communication skills, with the ability to present clearly and effectively to diverse audiences of varying sizes.
  • Proactive, analytical, and hands-on problem-solving abilities.
  • Fluency in English (working proficiency).
  • Willingness to travel domestically and internationally (up to 30%).
  • Proficiency in Microsoft Office Suite and strong data analysis skills. Coding skills are a plus.
  • Prior experience in Customer Success within the publishing, education, or SaaS industry is highly desirable.
Work in a way that works for you:We promote a healthy work/life balance across the organisation. 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:
Medical and Life Insurance: Coverage for Medical and life risk.
  • Long-Service Award: Recognition for loyalty and dedication.
  • Marriage and New Baby Gifts: Celebratory tokens for special life events.
  • Festivals and Birthday Gifts: Spreading joy on occasions that matter.
  • Annual Medical Check-up: Prioritizing employee well-being through regular health check-ups.
  • Flexible Benefits via CIIC Platform: Personalized benefits accessible through a user-friendly platform.
  • Paid Time Off: Annual Leave, Flex Family Care Leave, Birthday Leave, Marriage Leave, Compassionate Leave, Medical and Hospitalization Leave, Examination Leave Gazetted Public Holiday
  • Family Care leave (Maternity/Paternity Leave and Adoption Leave)
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 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 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 .Please read our .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:.

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