Digital Customer Success Manager, Global

About the role

Are you passionate about creating exceptional customer experiences at scale? As a Digital Customer Success Manager you will design and deliver digital engagement programs that help customers realize value from Elsevier solutions throughout their lifecycle.

Key responsibilities

• Design, build and optimise digital customer journeys across onboarding, adoption, engagement, health and renewal stages.
• Partner with Customer Success Managers and business stakeholders to identify key lifecycle moments and engagement opportunities.
• Develop targeted, personalised communications using Gainsight and related platforms.
• Monitor engagement and programme performance, using data insights to drive continuous improvement.
• Support the development of global digital customer‑success processes, standards and best practices.
• Create playbooks, templates and enablement materials for scalable execution across regions.
• Collaborate with Customer Success Operations to ensure data, workflows and automation support engagement goals.
• Explore AI and automation opportunities to improve outcomes and efficiency.

Required profile

• Experience in Customer Success, Customer Experience, Digital Customer Success or related fields.
• Proven track record supporting customer‑lifecycle programmes, automated journeys or digital engagement initiatives.
• Strong analytical and problem‑solving skills with the ability to interpret data and generate insights.
• Excellent written and verbal communication, attention to detail and ability to manage multiple priorities.
• Demonstrated ability to collaborate effectively with cross‑functional teams and stakeholders.

Required skills

• Gainsight
• Salesforce (or similar CRM/Customer Success platforms)

What we offer

• Generous holiday allowance with the option to buy additional days.
• Health screening, eye‑care vouchers and private medical benefits.
• Wellbeing programmes, life assurance and a competitive contributory pension scheme.
• Long‑service awards, share‑option scheme and travel season‑ticket loan.
• Maternity, paternity and shared parental leave, plus RE‑CARES days for charitable causes.
• Access to employee resource groups, extensive learning and development resources and employee discounts.