[Hiring] Customer Success Consultant @RELX

Role Description

Are you passionate about helping research institutions maximise the value of data, analytics, and AI-driven solutions to advance science and research? Do you enjoy partnering with customers and cross-functional teams to deliver measurable outcomes, drive adoption, and shape the future of scholarly research workflows?

The Customer Success Consultant (SME) – Software Solutions provides advanced product and domain expertise, consultative support, and institution-level advisory services for Elsevier customers throughout the post-sales customer journey.

• Partner closely with CSMs, Sales, Sales Engineering team, and other internal teams.
• Help customers address complex needs, adopt and embed Elsevier solutions into their institutional workflows, and achieve meaningful business and research outcomes.
• Engage proactively where specialist expertise can improve customer value, address adoption gaps, support strategic use cases, or help mitigate customer risk.
• Maintain a deep product focus while applying relevant domain expertise, including knowledge of research evaluation, bibliometrics, scientometrics, data analysis, and the scholarly research and publishing ecosystem.

Responsibilities

• Partner with CSMs, Sales, SEMs, and regional leaders to identify accounts needing specialist intervention and proactively engage priority customers.
• Provide institution-level advisory support, helping customers clarify priorities, interpret data and indicators, and embed Elsevier solutions into institutional workflows and evaluation systems.
• Drive adoption and advanced use of software products, supporting customers through complex use cases, change management, and process improvement initiatives.
• Deliver consultation, guidance, training, and support for complex customer escalations in partnership with Product, Support, CSMs, and SEMs.
• Contribute to long-term customer engagement plans, value realization activities, renewals, and account growth initiatives.
• Maintain visibility of specialist activity, customer priorities, and outcomes through agreed systems, including Gainsight.
• Apply expertise in Elsevier AI solutions, generative AI, bibliometrics, research evaluation, and scholarly publishing to customer and business needs.
• Partner across Product, Sales, Sales Engineers, Marketing, Customer Success, and Customer Education to share customer insights and improve learning materials and enablement resources.

Qualifications

• Strong technical and business knowledge of Elsevier Software Products; knowledge of Engineering Products or other relevant Elsevier solutions a plus.
• Relevant background in software development, scholarly publishing, information science, data analysis, computer science, or a related field.
• Good understanding of customer needs, workflows, and the scholarly research and publishing ecosystem.
• Strong consultative, customer success, stakeholder-management, strategic, and critical-thinking skills.
• Demonstrated ability to translate customer priorities into practical advisory plans, use cases, and measurable outcomes.
• Ability to work proactively and with a high degree of autonomy while collaborating effectively across teams.
• Excellent analytical, data storytelling, presentation, facilitation, and communication skills.
• Experience with Elsevier products or similar analytical and AI solutions.

Requirements

• Strong technical and business knowledge of Elsevier Software Products; knowledge of Engineering Products or other relevant Elsevier solutions a plus.
• Relevant background in software development, scholarly publishing, information science, data analysis, computer science, or a related field.
• Good understanding of customer needs, workflows, and the scholarly research and publishing ecosystem.
• Strong consultative, customer success, stakeholder-management, strategic, and critical-thinking skills.
• Demonstrated ability to translate customer priorities into practical advisory plans, use cases, and measurable outcomes.
• Ability to work proactively and with a high degree of autonomy while collaborating effectively across teams.
• Excellent analytical, data storytelling, presentation, facilitation, and communication skills.
• Experience with Elsevier products or similar analytical and AI solutions.

Benefits

• Promote a healthy work/life balance across the organisation.
• Numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals.
• Flexible working hours to fit your productivity needs.