Senior Sales Director, Customer Success

Are you a customer-focused sales leader who excels in leading high-performing global teams?

Do you thrive on driving exceptional customer relationships?

About our Team

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. Our portfolio of solutions brings together extensive Scientific, Technical and Medical content, powerful analytics, and technologies. We help our corporate customers, R&D professionals, engineers, scientists and commercial marketing leaders, to innovate and commercialize ideas, products and processes.

About the Role

The Senior Director of Customer Success will create and implement a comprehensive customer success strategy, building a high-performance global team to drive customer satisfaction, retention, and growth. This role reports to the SVP Sales, Corporate Markets, and collaborates closely with senior executives to align initiatives with corporate objectives.

Responsibilities

• Define and implement a customer success framework that aligns with business goals and customer needs.

• Establish clear metrics and processes to measure and drive customer success outcomes. Analyze data and market trends to identify growth opportunities and develop strategies for continuous improvement.

• Lead, manage, and mentor a global team of customer success professionals, fostering a customer-centric culture. Define roles, responsibilities, and performance expectations to ensure operational excellence.

• Collaborate with Sales to identify strategies for maximizing customer retention and expansion opportunities. Cultivate relationships with key clients and drive revenue growth.

• Work with Product teams to gather customer insights that inform product enhancements and roadmap planning.

• Serve as a trusted advisor, building robust relationships with key customers and understanding their unique goals and challenges.

• Proactively engage with customers to ensure satisfaction, address concerns, and identify opportunities for value creation. Act as a customer advocate within the organization, communicating customer feedback effectively.

• Develop and maintain dashboards to track customer success metrics such as adoption rates, satisfaction scores, and renewal rates. Analyze trends to identify insights and areas for improvement, providing regular updates and strategic recommendations to the executive team.

Requirements

• Progressive experience in customer success or services, with experience in a global leadership role.

• Proven track record of building and leading high-performing customer success teams in a matrixed organization.

• Strong understanding of customer success principles, methodologies, and best practices.

• Exceptional interpersonal and communication skills, with the ability to build trust and rapport with customers and stakeholders at all levels.

• Strategic commercial thinker with the capability to develop and execute customer success strategies aligned with organizational objectives.

• Analytical mindset, proficient in using data and metrics to drive insights, decision-making, and continuous improvement.

• Experience in change management and enabling customer growth through strategic initiatives.

• Knowledge of B2B Corporate sectors combined with a proven ability to work collaboratively in a globally matrixed organization across functions and regions.

Why Join Us? 

At Elsevier, you will be part of a forward-thinking organization that values innovation, collaboration, and professional growth. As the Sales Director for Global Accounts, you will play a pivotal role in shaping our approach to enterprise account management and driving the success of our solutions across the globe. Join us in our mission to advance science and healthcare for the benefit of humanity.

Work in a way that works for you
 

We promote a healthy work/life balance across the organisation. 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 flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you
 

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
 

• Generous holiday allowance with the option to buy additional days

• Health screening, eye care vouchers and private medical benefits

• Wellbeing programs

• Life assurance

• Access to a competitive contributory pension scheme

• Save As You Earn share option scheme

• Travel Season ticket loan

• Electric Vehicle Scheme

• Optional Dental Insurance

• Maternity, paternity and shared parental leave

• Employee Assistance Programme

• Access to emergency care for both the elderly and children

• RECARES days, giving you time to support the charities and causes that matter to you

• Access to employee resource groups with dedicated time to volunteer

• Access to extensive learning and development resources

• Access to employee discounts scheme via Perks at Work

About the Business:

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

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Elsevier is 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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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