At HIMSS, we are a catalyst for change in the health and wellness ecosystem. Guided by our vision to realize the full health potential of every human, everywhere, and our mission to reform the global health ecosystem through the power of information and technology, we embrace transformation as our “why” and technology as our “how.” As one of the largest and most experienced global healthcare associations, we know that true progress requires fresh perspectives, bold solutions, and collective action. Join HIMSS and be part of reimagining the future of health and wellness! Position Purpose: As a Senior Client Success Manager, you own overall client satisfaction by providing exceptional service while promoting renewal and upsell opportunities. You will provide pre-sales support, oversee program execution, communicate program optimizations, and report on marketing and advertising campaigns to ensure program goals and objectives are met. Acting in partnership with Sales, Sales Operations, Marketing/Sales Enablement, Marketing Operations, and Finance to ensure the successful setup of client programs at the pre-sale stage while accurately and timely fulfilling all advertising campaigns and revenue delivery. Essential Functions: - Starting with pre-sales, sets up client programs for success, leveraging client goals, previous program experience, and an in-depth understanding of our integrated solutions. - Support the creation of RFPs; pull available inventory, audience analyses, and other RFP needs. - Lead the pre-sale capabilities communication process with ad agencies, prospects, and clients. - Manage and grow client relationships by providing exceptional client experience through regular client program meetings, kick-off, and wrap-up calls. - Liaises with Sales, Sales Operations, Marketing/Sales Enablement, Marketing Operations, and Finance, and other internal production teams to ensure advertising programs are set up, executed, and delivered on time and in full. - Manage and oversee the delivery of revenue of all programs and actively coordinate the mobilization of resources to adhere to original revenue schedules as much as possible. - Works within Monday.com (our program management system) to communicate proactively on all campaign details with Fulfillment, Content, and Production Teams. Follows operational processes around the production of advertising campaign materials. - Creates detailed Insertion Orders when programs are ready for contracting. Works with Sales and Legal to process redlines and contract changes. - Manage Salesforce opportunities when programs are ready to be contracted. Updates program details, adjusts Salesforce Opportunities based on performance and delivery needs, adjusts revenue, and makes other changes as needed. - Forecasts monthly and quarterly revenue in Salesforce and adjusts revenue as programs deliver. Reconciles program revenues monthly as needed. - Provides clients with necessary deliverables – such as screenshots/proof-of-send and performance reporting – related to all programs. - Share insights on clients/programs and highlight upselling and renewal opportunities using your understanding of the program, information shared by the production/fulfillment teams, and your knowledge of client objectives. - Troubleshoots problems that arise related to accounts, clients, and campaigns. Uses analysis and critical thinking to understand and solve program-related issues. Required Qualifications: - A Bachelor’s degree in business, marketing, or equivalent experience - A minimum of 5 years in a client services/campaign management role, preferably within a Media organization. - Must be both process-oriented and flexible. This is a high-paced environment, and the ability to think on your feet, come up with creative solutions, and solve problems as they arise is critical. - Excellent verbal and written communication; interpersonal and presentation skills. Experience working one-on-one with Sales Representatives preferred. - Must be comfortable working in a fast-paced environment with changing needs and requirements. - Demonstrated organization astuteness, strong strategic planning, and analytical skills. - Comprehensive understanding of digital sales operations. - Experience with Salesforce.com or other similar software. - Proficient in Microsoft Office products, with an emphasis on Microsoft Excel and PowerPoint. Why we love HIMSS, and why you will too! - Diverse, collaborative, and winning team environment. - Flexible working arrangements, opportunity to work hybrid or remote. - Comprehensive healthcare coverage. - Generous paid time off, including time off to volunteer as well as unlimited vacation days! - Wellbeing programs to support all of your emotional, physical, and financial needs - Emphasis on continuous learning and development. Are you a Changemaker? Together, we’ll do amazing things for healthcare. HIMSS is an Equal Opportunity Employer: Vets/Disabled

Customer Success Manager Are you an experienced Customer Success Manager? Do you excel in retention, renewal growth and identifying any upsell/cross selling opportunities? 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. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge. About the Role You are the go-to contact post-sales for a customer. Responsible for the onboarding, enablement and value realization for Solutions or Research Sales. You are expected to be fluent in the respective portfolios. Coordinating closely with Account Managers, Account Support, and all other support functions. Ensuring strategic goals are met. In some product sets, coordinating with a team for technical onboarding. You will be the main contact post-implementation and through to renewals. You are focused on customer engagement and their success and satisfaction in adapting our Elsevier solutions. You are the trusted advisor for the customer while protecting the revenue base and revealing upsell and cross sell opportunities. You ensure value and use of solutions/products to enable successful product adoption, continually improve customer satisfaction, and maximize success outcomes for customers. Focusing is on retention, renewal growth and identifying any upsell/cross selling opportunities. Partnering with support of their trainer, implementation, and consultant functions. Responsibilities - Managing customer relationships to become a trusted partner. Developing new (influential) relationships, identifying and nurture champions. You facilitate product development by liaising between customer and product, identifying requirements in relation to organizations’ ambition. Navigating customer queries with relevant internal stakeholders. - Driving customer satisfaction & customer success. Delivering tailored value stories (value reinforcement) and demonstrating product/services ROI. - Supporting Retention and Renewals. Including closing new agreements/renewals with the sales team by identifying value story, customer needs and advocates for Elsevier solutions. - Identifying cross-sell & upsell opportunities. This includes analyzing data & understanding of customer needs and ambitions. All while adding value based on experience. - Conducting customer training in a scalable way. Ensuring that all digital & face-to-face training is fulfilling a need with the customer/audience. This includes both demonstrations of products as well as workshops. - Working cross functionally. sharing experiences across customer facing teams and the greater Elsevier organization. Sharing success stories and ensure value proposition is clearly communicated and understood. Requirements - Have a university degree/secondary education from an accredited university or equivalent, relevant experience to the role. (Background in customer engagement and driving customer adoption.) - Have a Publishing background with SaaS experience is valued. - Experience with products in product portfolio, or else similar products - Be fluent in English and have exceptional engagement abilities. This includes to both large and small audiences, virtually and in person. Presenting and training included. - able to work comfortably in an international matrixed organization - Be a self-starter who is highly organized, has initiative and experienced problem-solving and Project management skills. - Have fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio. This includes Microsoft Product Suite fluency. - Able to Influence at high-level. Including the executive and end-user level. U.S. National Base Pay Range: $59,600 - $99,300. Total Target Cash Range: $91,600 - $152,800. Geographic differentials may apply in some locations to better reflect local market rates. Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter. 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. 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 Applicant Request Support Form 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 here. Please read our Candidate Privacy Policy. 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: EEO Know Your Rights.

Customer Success Manager Are you an experienced Customer Success Manager? Do you excel in retention, renewal growth and identifying any upsell/cross selling opportunities? 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. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge. About the Role You are the go-to contact post-sales for a customer. Responsible for the onboarding, enablement and value realization for Solutions or Research Sales. You are expected to be fluent in the respective portfolios. Coordinating closely with Account Managers, Account Support, and all other support functions. Ensuring strategic goals are met. In some product sets, coordinating with a team for technical onboarding. You will be the main contact post-implementation and through to renewals. You are focused on customer engagement and their success and satisfaction in adapting our Elsevier solutions. You are the trusted advisor for the customer while protecting the revenue base and revealing upsell and cross sell opportunities. You ensure value and use of solutions/products to enable successful product adoption, continually improve customer satisfaction, and maximize success outcomes for customers. Focusing is on retention, renewal growth and identifying any upsell/cross selling opportunities. Partnering with support of their trainer, implementation, and consultant functions. Responsibilities - Managing customer relationships to become a trusted partner. Developing new (influential) relationships, identifying and nurture champions. You facilitate product development by liaising between customer and product, identifying requirements in relation to organizations’ ambition. Navigating customer queries with relevant internal stakeholders. - Driving customer satisfaction & customer success. Delivering tailored value stories (value reinforcement) and demonstrating product/services ROI. - Supporting Retention and Renewals. Including closing new agreements/renewals with the sales team by identifying value story, customer needs and advocates for Elsevier solutions. - Identifying cross-sell & upsell opportunities. This includes analyzing data & understanding of customer needs and ambitions. All while adding value based on experience. - Conducting customer training in a scalable way. Ensuring that all digital & face-to-face training is fulfilling a need with the customer/audience. This includes both demonstrations of products as well as workshops. - Working cross functionally. sharing experiences across customer facing teams and the greater Elsevier organization. Sharing success stories and ensure value proposition is clearly communicated and understood. Requirements - Have a university degree/secondary education from an accredited university or equivalent, relevant experience to the role. (Background in customer engagement and driving customer adoption.) - Have a Publishing background with SaaS experience is valued. - Experience with products in product portfolio, or else similar products - Be fluent in English and have exceptional engagement abilities. This includes to both large and small audiences, virtually and in person. Presenting and training included. - able to work comfortably in an international matrixed organization - Be a self-starter who is highly organized, has initiative and experienced problem-solving and Project management skills. - Have fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio. This includes Microsoft Product Suite fluency. - Able to Influence at high-level. Including the executive and end-user level. U.S. National Base Pay Range: $59,600 - $99,300. Total Target Cash Range: $91,600 - $152,800. Geographic differentials may apply in some locations to better reflect local market rates. Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter. 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. 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 Applicant Request Support Form 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 here. Please read our Candidate Privacy Policy. 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: EEO Know Your Rights.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Senior Customer Success Operations Analyst, you will play a pivotal role in enhancing the efficiency and effectiveness of the Customer Success organization. You will partner with cross-functional teams to operationalize processes, analyze data, and implement scalable frameworks that improve customer experience and drive business growth. This role is responsible for translating complex data signals into actionable insights, supporting strategic initiatives, and ensuring data integrity across systems. You will help streamline workflows, optimize reporting, and drive measurable outcomes that directly impact customer satisfaction and retention. The position offers an environment where analytical rigor, strategic thinking, and hands-on execution combine to influence both operational performance and long-term organizational growth. - Drive operational programs and initiatives for the Customer Success organization, ensuring alignment with overall business strategy. - Analyze data from Salesforce, CS platforms, Looker, and other systems to generate insights that inform process improvements and operational decisions. - Partner with Technical Account Management and Customer Engagement teams to identify priorities and design scalable frameworks. - Manage “run the business” activities, including reporting, data integrity, and performance tracking for customer health, retention, and expansion. - Track and measure outcomes of initiatives, ensuring accountability and continuous improvement. - Collaborate cross-functionally with GTM, Product, and Engineering teams to implement high-impact programs and processes. - Support executive decision-making by providing accurate, actionable metrics and KPIs. Qualifications - 5+ years of experience supporting Customer Success operations, preferably in high-growth SaaS environments. - Strong knowledge of Salesforce and Customer Success systems; familiarity with CS platforms, BigQuery, Zendesk, and Looker. - Proven experience with customer health metrics, adoption tracking, and scaled program execution. - Track record of designing and implementing processes that scale while maintaining high quality. - Excellent analytical skills with the ability to build dashboards, interpret data, and provide insights to leadership. - Strong communication and collaboration skills, with the ability to influence stakeholders across multiple functions. - Customer-first mindset with a passion for improving customer experience through operational excellence. - Experience in cloud security or cybersecurity is a plus. Benefits - 💰 Competitive base salary: $120,000–$165,000 USD. - 🏥 Medical, dental, and vision insurance. - 🏠 Home office setup reimbursement and monthly connectivity stipend. - 💼 Flexible Spending Accounts and Employee Assistance Program (EAP). - 🛡️ Short- and long-term disability insurance, life & accident coverage. - 💸 401(k) Retirement Savings Plan with employer match. - 🌴 Flexible paid time off plus 11 paid holidays. - 👶 Paid leave programs including parental, pregnancy health, medical, and bereavement leave. - 📈 Eligibility for equity plan and incentive compensation.