Customer Success Manager, Clinical Solutions

Elsevier•Philadelphia, MO

20h•$59,200 - $98,600•Remote

About The Position

The Customer Success Manager I (CSM) is the primary post-sales contact for assigned customers and supports satisfaction, retention, and growth across Elsevier’s Clinical Solutions portfolio. This role focuses on guiding customers after implementation to help them achieve strategic outcomes and long-term value. The position combines healthcare knowledge, SaaS experience, and relationship management to support customers throughout their journey.

Requirements

Background in Nursing, Health Administration, Informatics, or a related field preferred
Experience in a SaaS or healthcare-related environment
Understanding of subscription-based business models and the customer lifecycle
Experience with customer engagement, adoption strategies, and relationship management
Proficiency with CRM systems, Microsoft Office Suite, and customer-facing tools
Knowledge of digital health solutions or similar enterprise technologies
Ability to interpret data to identify trends and support customer success strategies
Strong facilitation, presentation, influencing, organizational, and problem-solving skills

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
Contribute to team knowledge-sharing, onboarding efforts, and process improvement initiatives