Customer Success Manager I, 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 arevalued?About The RoleThe Customer Success Manager I (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 TeamThe 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.ResponsibilitiesBuild and maintain strong, trusted relationships with customers to support their long-term successFunction as a key post-sales contact, supporting customers through onboarding, adoption, and early growthCollaborate with cross-functional teams to ensure customer needs are communicated and addressedReinforce product value by aligning solutions with customer goals and sharing relevant outcomesSupport account growth by surfacing potential opportunities and contributing to renewal planningShare customer perspectives internally to help inform product and content enhancementsMonitor account activity, flag risks or needs, and assist with proactive engagement strategiesParticipate in customer and internal leadership discussions as appropriateContribute to team knowledge-sharing, onboarding efforts, and process improvement initiativesQualificationsBackground in Nursing, Health Administration, Informatics, or a related field preferredHave 1-3 years of experience in a SaaS or healthcare-related environment (preferred)Possess basic understanding of subscription-based business models and the customer lifecycleHave experience with customer engagement, adoption strategies, and relationship managementBe proficient in use of CRM systems, Microsoft Office Suite, and other customer-facing toolsDemonstrate knowledge of digital health solutions or similar enterprise technologies; publishing experience a plusBe skilled in interpreting data to identify trends and support customer success strategiesHave excellent in-person facilitation, presentation, and influencing skillsFluency in English required, Arabic, Spanish, or Portuguese a plusHave excellent organizational skills and effective problem solving abilitiesU.S. National Base Pay Range: $58,000 - $96,700. Geographic differentials may apply in some locations to better reflect local market rates. If performed in Ohio, the pay range is $55,100 - $91,900. 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 to our US full- and part-time employees working at least 20 hours or more per week:Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefitsRetirement Benefits: 401(k) with match and an Employee Share Purchase PlanWellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off ProgramsShort-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital IndemnityFamily Benefits, including bonding and family care leaves, adoption and surrogacy benefitsHealth Savings, Health Care, Dependent Care and Commuter Spending AccountsIn 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

Created: 2026-01-07