[Hiring] Customer Success Consultant @Elsevier

Role Description

Are you passionate about helping research institutions maximize 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.

• Partners closely with CSMs, Sales, Sales Engineering team, and other internal teams.
• Helps customers address complex needs, adopt and embed Elsevier solutions into their institutional workflows, and achieve meaningful business and research outcomes.
• Engages proactively where specialist expertise can improve customer value, address adoption gaps, support strategic use cases, or help mitigate customer risk.
• Maintains 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

• Work in a Way That Works for You: We promote a healthy work/life balance across the organization.
• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

Benefits

• Numerous wellbeing initiatives.
• Shared parental leave.
• Study assistance.
• Sabbaticals.

Company Description

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice.

At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.