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Role Description

The Customer Success Consultant Team Manager leads a global team of Subject Matter Experts supporting Elsevier’s Academic & Government customers, ensuring delivery of advanced product, domain, and consultative expertise across the post-sales lifecycle.

• Manage and deliver key projects as assigned and delegated by Global Director of CS Consulting.
• Lead, coach, and develop a global team of Customer Success Consultant SMEs.
• Ensure strong expertise across products, workflows, use cases, and competitive positioning.
• Enable delivery of advanced consultative engagements, including onboarding, change management, process improvement, and in-depth product training.
• Foster a culture of continuous learning, thought leadership, and customer-centric problem solving.
• Ensure proactive and effective SME engagement with customers and CSMs, particularly for complex needs and high-value accounts.
• Partner with regional CSM leadership to support renewal, retention, and growth strategies, with emphasis on mitigating at-risk renewals.
• Act as an escalation point for complex customer situations, coordinating timely resolution with Product, Support, and Engineering.
• Provide direct SME coverage to address vacancies and capacity gaps, aligned with personal product expertise.
• Manage global SME workload distribution as assigned to ensure efficient coverage, prioritization, and responsiveness.
• Drive alignment between SMEs and CSM teams, Product, Marketing, Support, and Sales as required for collaborative problem-solving.
• Ensure consistent role clarity and engagement models between CSMs and SMEs.
• Serve as project lead or project manager for key cross-functional initiatives, from planning through execution and completion.
• Collaborate closely with Customer Success leadership team, including Strategy and Operations, on assigned initiatives.
• Assist Director of Customer Education to drive development and maintenance of scalable knowledge assets, including internal documentation, and customer-facing self-service resources.
• Partner with leadership to expand scalable customer training and accelerate time-to-value.
• Ensure SMEs actively enable CSMs and broader Customer Success teams on advanced product capabilities and customer use cases.
• Identify trends, customer needs, and product opportunities through SME engagements.
• Consolidate and share actionable customer insights across the organization.
• Establish and maintain feedback loops with Product and Engineering to influence roadmap and experience improvements.
• Sponsor cross-functional initiatives that enhance customer outcomes, adoption, and operational efficiency.
• Lead change management efforts related to new products, AI capabilities, tools, and evolving Customer Success models.
• Drive adoption of Gainsight to closely monitor customer health, deploy customer education resources, and to capture real-time activity tracking for SME team.
• Support adoption of best practices across the SME function and broader Customer Success organization.

Qualifications

• Strong customer-first mindset focused on accelerating time-to-value and maximizing satisfaction.
• Bachelor’s degree required; advanced degree preferred.
• Proven people management experience with leadership, coaching, and team development skills.
• Experience in SaaS, data analytics, publishing, and/or research solutions, with demonstrated success in Customer Success roles.
• Deep understanding of Academic & Government customer workflows and success drivers.
• Excellent analytical, communication, and presentation skills.
• Proven cross-functional collaboration experience, ideally within a global, matrixed organization.
• Familiarity with Elsevier’s product portfolio and project management experience preferred.

Benefits

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits.
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan.
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs.
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity.
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits.
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts.
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice.