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 are valued? About the Role The 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 Team The 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. Responsibilities Build and maintain strong, trusted relationships with customers to support their long-term success Function as a key post-sales contact, supporting customers through onboarding, adoption, and early growth Collaborate with cross-functional teams to ensure customer needs are communicated and addressed Reinforce product value by aligning solutions with customer goals and sharing relevant outcomes Support account growth by surfacing potential opportunities and contributing to renewal planning Share customer perspectives internally to help inform product and content enhancements Monitor account activity, flag risks or needs, and assist with proactive engagement strategies Participate in customer and internal leadership discussions as appropriate Contribute to team knowledge-sharing, onboarding efforts, and process improvement initiatives Qualifications Background in Nursing, Health Administration, Informatics, or a related field preferred Have 1–3 years of experience in a SaaS or healthcare-related environment (preferred) Possess basic understanding of subscription-based business models and the customer lifecycle Have experience with customer engagement, adoption strategies, and relationship management Be proficient in use of CRM systems, Microsoft Office Suite, and other customer-facing tools Demonstrate knowledge of digital health solutions or similar enterprise technologies; publishing experience a plus Be skilled in interpreting data to identify trends and support customer success strategies Have excellent in-person facilitation, presentation, and influencing skills Fluency in English required, Arabic, Spanish, or Portuguese a plus Have excellent organizational skills and effective problem solving abilities U.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 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 We are committed to providing a fair and accessible hiring process. 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We believe that by working together with the communities we serve, we can shape human progress to go further, happen faster, and benefit all. We support continuous discovery and uphold the highest standards of content integrity, reliability, and reproducibility so the communities we serve can advance their field of science, healthcare or innovation with confidence. By combining high-quality content with powerful analytics, we transform complexity into clarity and deliver mission-critical insights that help professionals make better decisions when it matters most. We deliver insights that help research institutions, governments, and funders achieve their goals. We help researchers discover and share knowledge, collaborate, and accelerate innovation. We help librarians provide verified, quality information to universities. We help innovators turn knowledge into new products. We help health professionals improve patient care and educators train the next generation of doctors and nurses. Connecting quality content and innovative technologies, we make progress go further and happen faster. And by championing inclusion and sustainability, we ensure progress benefits all. With 9,500 employees, over 2,300 technologists in 5 major tech hubs, and more than 60 locations across the globe, we are committed to supporting the scientific and healthcare communities around the world. We offer a diverse range of opportunities across technology, commercial, business, and early career jobs. If you are looking for a career that inspires progress in science, innovation and health, and allows you to grow every day, find your team at Elsevier. Elsevier is part of RELX Group. Let’s shape progress together. Join us. elsevier.com/about/careers