Customer Success Manager at Elsevier

You are a professional with experience in account management or post-sale relationship management who understands subscription lifecycles. You should have a bac

Work type: onsite

Location: Korea -ELS Chunwoo Bldg

Type: Full-time

Summary

You are a professional with experience in account management or post-sale relationship management who understands subscription lifecycles. You should have a background in the life sciences or a related analytical market to effectively manage portfolios. **What makes it worth a look...** Elsevier is hiring a senior-level manager for an on-site role at the ELS Chunwoo Building in Korea. While specific salary details are not public, the position provides a structured environment for managing high-value regional accounts and driving adoption of global information analytics products. **You might be a good fit if you...** * Have hands-on experience navigating Salesforce or similar CRM systems to maintain client data. * Are comfortable tracking metrics like usage trends, NPS, and renewal likelihood to report to management. * Can synthesize complex product adoption data into actionable strategic recommendations for stakeholders. * Possess a solid grasp of how subscription-based SaaS models function in a business-to-business environment.

Job Description

## Customer Success Manager (Korea)

Reports to: Regional Manager, Customer Success - APAC

Our Company

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.

Role Purpose

The Customer Success Manager (CSM) is accountable for ensuring customers realise 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 ResponsibilitiesCustomer 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 standardised 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

Skills & ExperienceEssential

Proven experience in Customer Success, Account Management or similar customer‑facing roles

Strong understanding of the subscription lifecycle, including onboarding, adoption and retention drivers

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 organised, proactive and comfortable managing a diverse portfolio in a fast‑paced environment

Preferred

Experience using Elsevier’s products and services or a life sciences background

An understanding of the Energy, Engineering, Chemical or Technology markets

Interest in AI technologies and how they can be used to business performance

Highly organised, proactive and comfortable managing a diverse portfolio in a fast‑paced environment

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