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 play a key role in designing and delivering digital customer engagement programs that help customers realize value from Elsevier solutions throughout their lifecycle.

Key responsibilities

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

Required profile

• Experience in Customer Success, Customer Experience, Digital Customer Success, customer engagement, or a related field.
• Experience supporting customer lifecycle programs, automated customer journeys, or digital engagement initiatives.
• Experience using Gainsight, Salesforce, or similar Customer Success or CRM platforms.
• Strong analytical and problem‑solving skills with the ability to interpret customer data and generate insights.
• Excellent written and verbal communication skills.
• Strong attention to detail and the ability to manage multiple priorities.
• Proven ability to collaborate effectively with cross‑functional teams and stakeholders.
• Interest in leveraging technology, AI, and automation to improve customer experiences.

Required skills

• Gainsight
• Salesforce

What we offer

• Generous holiday allowance with the option to buy additional days
• Health screening, eye care vouchers and private medical benefits
• Wellbeing programs
• Life assurance
• Competitive contributory pension scheme
• Long service awards
• Save As You Earn share option scheme
• Travel season ticket loan
• Maternity, paternity and shared parental leave
• Access to emergency care for both the elderly and children
• RE CARES days for charitable support
• Employee resource groups with dedicated volunteering time
• Extensive learning and development resources
• Employee discounts via Perks at Work