• Owning the partner’s transition from pre-sale to post-sale • Manage the sponsorship program lifecycle, including kickoff calls, onboarding into Workweek Partner Platform, timelines, deliverables, lead guarantees, impressions, click thru rates and status reporting • Aligning with Brand Partner on client KPIs and other benchmarks for program success and collaborate with project teams (internal and external) to identify marketing, demand generation and community development strategies and solutions that would best achieve those goals • Facilitate smooth creative process, maintain campaign timelines, manage client feedback, and ensure approval prior to launch • Deliver campaign reporting, offer mid-campaign optimizations, and post-campaign delivery and wrap reporting • Compile comprehensive stat and ROI reports for current and completed client programs that help support Brand Partners on client renewals and upsell opportunities in line with the Workweek Renewal Process

• Own and drive customer retention and revenue growth by achieving annual and quarterly gross and net retention targets • Build and sustain a high-performing department through effective recruiting, onboarding, and performance management • Develop and deliver strategic plans to enhance the overall customer experience, including the creation of a robust feedback loop for Product and Operations teams • Conduct consistent coaching and professional development, including weekly one-on-one meetings and the facilitation of individual growth plans for all direct reports • Ensure process predictability and operational excellence by equipping staff with clear policies, procedures, and training resources • Drive continuous innovation by leveraging technology tools and enablement materials to improve employee efficiency and reduce operational waste • Lead team alignment and communication through daily huddles and weekly meetings held to established organizational standards • Execute rigorous performance appraisals and quarterly goal-setting that align individual outcomes with the departmental mission

• Deliver exceptionally responsive service by ensuring customer inquiries and comments receive a response within 8 hours. • Drive swift issue resolution by ensuring customer tickets are fully resolved within a 16-hour timeframe. • Maintain a high standard of customer excellence, consistently achieving a satisfaction rating of 90% or higher on post-interaction surveys. • Proactively identify and generate monthly expansion opportunities to support account growth and increased solution adoption. • Contribute to organizational knowledge and process predictability by producing or updating at least one high-quality process document or training resource each month. • Cultivate customer advocacy and social proof by securing three or more positive customer reviews per quarter. • Execute routine account hygiene and administrative tasks with high precision to ensure seamless internal operations and data integrity. • Serve as a reliable partner for large and complex accounts, providing the authoritative guidance and subject mastery needed to navigate their specific requirements.

Are you ready to become the trusted strategic partner who helps customers unlock the full value of Elsevier’s world‑leading research and healthcare solutions? Do you want to shape meaningful customer outcomes while driving adoption, growth, and long‑term success across a diverse portfolio? 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: The Customer Success Manager (CSM) is accountable for ensuring customers realize 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. Key Responsibilities Customer Success - Own the post‑sale customer relationship, acting as the primary point of contact and strategic advisor - Lead onboarding, ensuring customers achieve early and sustained value - Develop and execute success plans, defining customer goals, value milestones and measurable outcomes - Monitor customer health (e.g. usage, adoption, engagement, NPS), proactively addressing risks and driving retention - Deliver regular business reviews aligned to customer priorities, performance and value delivery - Champion customer feedback, advocating for user needs and influencing product and service improvements Collaboration & Alignment - Partner with Account Managers to ensure seamless handovers, coordinated account strategy and renewal alignment - Work with Product, Marketing and other cross functional teams to deliver an integrated customer experience - Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential - Provide account insights, risk assessments and strategic recommendations to the Regional Manager, Customer Success (RMCS) - Contribute to customer advocacy initiatives including case studies, references and user engagement programs Operational Excellence - Maintain accurate customer documentation and activities in CRM and CS systems (e.g. Salesforce) - Track and report metrics including adoption trends, renewal likelihood and growth signals across the portfolio - Execute standardized customer success playbooks and contribute to the ongoing enhancement of CS processes - Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience Requirements: - Have proven experience in Customer Success, Account Management or similar customer‑facing roles within SaaS or B2B environments - Possess an excellent understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers - Have excellent communication and engagement skills, able to influence stakeholders at all levels - Be analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations - Be highly organized, proactive and comfortable managing a diverse portfolio in a fast‑paced environment - Have knowledge of Elsevier’s products and services or experience in related industries 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 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: - Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits - Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan - Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs - Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity - Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits Health Savings, Health Care, Dependent Care and Commuter Spending Accounts - In 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 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. What you do every day will help advance science and healthcare to advance human progress. Primary Location Base Pay Range: Home based-Ohio $56,600 - $94,400. Total Target Cash Range: $87,000 - $145,100. Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter. 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. Base Pay Range for CO is $59,600 - $99,300. Total Target Cash Range for CO is $91,600 - $152,800. Base Pay Range for IL is $62,500 - $104,300. Total Target Cash Range for IL is $96,200 - $160,400. Base Pay Range for Chicago, IL is $65,500 - $109,200. Total Target Cash Range for Chicago, IL is $100,800 - $168,100. Base Pay Range for MD is $62,500 - $104,300. Total Target Cash Range for MD is $96,200 - $160,400. Base Pay Range for NY is $65,500 - $109,200. Total Target Cash Range for NY is $100,800 - $168,100. Base Pay Range for New York City is $71,500 - $119,200. Total Target Cash for New York City is $110,000 - $183,400. Base Pay Range for Rochester, NY is $59,600 - $99,300. Total Target Cash Range for Rochester, NY is $91,600 - $152,800. Base Pay Range for OH is $56,600 - $94,400. Total Target Cash Range for OH is $87,000 - $145,100. Base Pay Range for NJ is $67,298 - $107,502. Total Target Cash Range for NJ is $103,796 - $165,804. Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter. Application deadline is 04/30/2026. 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.