• Customer Success Manager I, Clinical Solutions

    RELX INC (Philadelphia, PA)


    Customer Success Manager I, Clinical Solutions

     

    Do you have experience with operational customer support and implementing or supporting software solutions?

     

    Do you thrive in a collaborative setting where your ideas and creativity are

     

    valued?

     

    About the RoleThe Customer Success Manager I (CSM) is the primary post-sales contact for assigned customers and plays a key role in ensuring satisfaction, retention, and growth across Elsevier’s Clinical Solutions portfolio. As a trusted partner, the CSM leads post-implementation engagement and supports customers in achieving strategic outcomes and long-term value.

     

    This role blends healthcare expertise, SaaS acumen, and customer relationship management to support customer success throughout their journey. CSMs collaborate across internal teams to address needs, deliver value, and guide the customer experience from adoption through renewal.

     

    About the Team

     

    The Customer Performance Team is part of Elsevier’s Clinical Solutions Customer Success organization. We work closely with healthcare organizations to help them maximize the value of our products. Our team focuses on providing expert guidance, tailored support, and a seamless experience to empower customers, drive adoption, and strengthen long-term relationships.

    Responsibilities

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    + Build and maintain strong, trusted relationships with customers to support their long-term success

    + Function as a key post-sales contact, supporting customers through onboarding, adoption, and early growth

    + Collaborate with cross-functional teams to ensure customer needs are communicated and addressed

    + Reinforce product value by aligning solutions with customer goals and sharing relevant outcomes

    + Support account growth by surfacing potential opportunities and contributing to renewal planning

    + Share customer perspectives internally to help inform product and content enhancements

    + Monitor account activity, flag risks or needs, and assist with proactive engagement strategies

    + Participate in customer and internal leadership discussions as appropriate

    + Contribute to team knowledge-sharing, onboarding efforts, and process improvement initiatives

    Qualifications

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    + Background in Nursing, Health Administration, Informatics, or a related field preferred

    + Have 1–3 years of experience in a SaaS or healthcare-related environment (preferred)

    + Possess basic understanding of subscription-based business models and the customer lifecycle

    + Have experience with customer engagement, adoption strategies, and relationship management

    + Be proficient in use of CRM systems, Microsoft Office Suite, and other customer-facing tools

    + Demonstrate knowledge of digital health solutions or similar enterprise technologies; publishing experience a plus

    + Be skilled in interpreting data to identify trends and support customer success strategies

    + Have excellent in-person facilitation, presentation, and influencing skills

    + Fluency in English required, Arabic, Spanish, or Portuguese a plus

    + Have excellent organizational skills and effective problem solving abilities

    + Willing to travel to client sites as needed

     
     

    If performed in New Jersey, the base pay range is $66,836 - $106,764.If performed in Ohio, the base pay range is $56,200 - $93,700.

     

    We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.

     

    We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

     

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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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    RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

     

    Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

     

    Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.