Customer Success Manager

🕒 Yesterday

🏖️ New Jersey, New York, +1 more states – Remote

🏖️ New Jersey – Remote 🗽 New York – Remote 🏈 Ohio – Remote

💵 $67.3k - $107.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

RELX

WebsiteLinkedInAll Job Openings

10,000+ employees

🏢 Enterprise

🔬 Science

Enterprise • Science • Legal

RELX is a global provider of information-based analytics and decision tools for professional and business customers. The company focuses on enabling its clients to make better decisions, improve results, and enhance productivity by leveraging advanced technology and data. RELX serves various sectors, including Risk, Scientific, Technical & Medical, Legal, and Exhibitions, by offering specialized information and analytical tools that facilitate critical decision-making. The company is committed to corporate responsibility and delivering societal benefit through its products by contributing to scientific advancement, legal justice, and effective market transactions.

📋 Description

• 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 (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. • 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. • 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

• Proven experience in Customer Success, Account Management, or similar customer-facing roles within SaaS or B2B environments. • Deep understanding of subscription lifecycle, including onboarding, adoption, and retention strategies. • Excellent communication and engagement skills, able to influence stakeholders at all levels. • Analytical and data-driven, with the ability to translate insights into compelling narratives and actionable recommendations. • Highly organized, proactive, and comfortable managing a diverse portfolio in a fast-paced environment. • Knowledge of Elsevier’s products and services or experience in related industries. (Valued). • A background in a science-related industry. (Valued).

🏖️ Benefits

• Health benefits: medical, dental, and vision coverage • Retirement benefits: 401(k) with match and Employee Share Purchase Plan • Wellbeing: wellness platform, Headspace subscription, and Employee Assistance Programs • Insurance: short- and long-term disability, life, accidental death, critical illness, and hospital indemnity • Family benefits: parental leave, adoption, and surrogacy support • Savings accounts: HSA, FSA, dependent care, and commuter benefits • Paid time off, plus volunteer and Employee Resource Group participation days