Customer Success Manager

🕒 il y a 1 jour

🏖️ New Jersey, New York, +1 états de plus – Distant

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

💵 $67 298 - $107 502 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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RELX

Site WebLinkedInTous les Emplois

10 000+ employés

🏢 Entreprise

🔬 Science

Enterprise • Science • Legal

RELX est un fournisseur mondial de solutions analytiques basées sur l'information et d'outils d'aide à la décision pour les clients professionnels et commerciaux. L'entreprise se concentre sur l'aide à ses clients pour prendre de meilleures décisions, améliorer les résultats, et accroître la productivité en utilisant des technologies avancées et des données. RELX intervient dans divers secteurs, notamment le risque, les sciences, techniques et médicales, le juridique, et les expositions, en offrant des informations spécialisées et des outils analytiques facilitant les prises de décisions critiques. L'entreprise s'engage dans la responsabilité sociale et la fourniture de bénéfices sociétaux à travers ses produits en contribuant aux avancées scientifiques, à la justice légale, et à l'efficacité des transactions sur le marché.

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.

🎯 Exigences

• 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).

🏖️ Avantages

• 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