Customer Success Manager

Customer Success Manager

Madrid, Spain

Do you love helping healthcare professionals succeed?

Can you influence both clinicians and executives effectively?

About the Role

As a Customer Success Manager (CSM), you are the primary post-sales contact for Elsevier's Clinical Solutions customers. You lead onboarding, drive product adoption, and ensure customers gain real value from our solutions. As a trusted advisor, you build strong engagement, protect revenue, and identify opportunities for upselling and cross-selling.

Responsibilities

• Work closely with Account Managers and all supporting teams to ensure strategic goals are achieved within each account;
• Pre-Sales: Partner with Account Managers to engage KOLs and end users, improving conversion rates;
• Post-Sales: Collaborate with customers to define and achieve their success metrics through targeted engagement activities;
• Focus on customer retention, renewal growth, and identifying upsell and cross-sell opportunities.

Requirements

• A medical degree or relevant experience in the healthcare or medical industry is essential;
• Proven experience in customer engagement and retention;
• Fluency in both English and Spanish;
• Comfortable working in a global, matrixed organization;
• Self-motivated, highly organized, and proactive;
• Strong project management and problem-solving skills;
• Excellent influencing and presentation skills, with the ability to engage both senior executives and end users effectively.

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

· 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

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
-Enhanced family support and Shared Parental Leave
-Competitive pension contributions
-Electric Vehicle Scheme
-Save As You Earn Share Scheme
-Optional Private Medical and Dental Insurance

About the Business

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.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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