Digital Customer Success Manager, Global

Digital Customer Success Manager, Global

Do you want to transform customer success through digital innovation?

Are you experienced in shaping scalable customer experiences that drives value?

Location: London or Singapore

About Our Team

The A&G Customer Success Strategy & Operations team is driving the evolution of customer engagement at Elsevier. We partner closely with Customer Success, Operations, Product, and Commercial teams to deliver scalable, data-driven experiences that help customers achieve value throughout their journey. By combining digital innovation, customer insight, and operational excellence, we create impactful programs that improve adoption, customer health, retention, and long-term success across our global customer base.

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.

Working closely with Customer Success Managers, Customer Success Leadership, and cross-functional teams, you will create data-driven, personalized customer journeys that support onboarding, product adoption, customer health, engagement, retention, and renewal readiness. Leveraging Gainsight and other customer engagement platforms, you will help deliver the right experience at the right time while enabling Customer Success Managers to focus on high-value customer interactions.

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.

Requirements

• 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.

If you are interested in the role, please apply with a cover letter and CV.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that 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 in a hybrid way from both the office and at home
• Working flexible hours - flexing the times you work in the day

Working with us