Director, Customer Success
Elsevier, Phila, PA, United States
## .## Director, Customer Success – Clinical Solutions### OverviewElsevier is seeking a strategic and people-focused Director of Customer Success to lead post-sale customer engagement for our Clinical Solutions portfolio. This leader will be responsible for ensuring successful product implementations, seamless EHR integrations, and exceptional ongoing customer support—driving measurable outcomes in product adoption, customer satisfaction, and retention.This role requires a strong people manager with a proven track record of leading high-performing, cross-functional teams, including implementation specialists, technical integration experts, and customer support professionals. The Director will play a critical role in aligning customer success strategies with broader business objectives while fostering a culture of accountability, collaboration, and continuous improvement.### Key ResponsibilitiesLeadership & Team Development* Build, lead, and mentor a multi-disciplinary Customer Success organization, including:
+ Product Implementation Specialists
+ EHR/Technical Integration Teams
+ Customer Support & Service professionals* Establish clear performance expectations, KPIs, and career development pathways to drive team engagement and retention* Foster a customer-centric, results-driven culture focused on accountability, collaboration, and continuous learning* Lead through change, scaling teams, and processes to support business growth and evolving customer needsCustomer Success Strategy & Execution* Define and execute a comprehensive Customer Success strategy to ensure successful onboarding, implementation, and long-term adoption of Elsevier Clinical Solutions* Drive consistency and excellence across the customer lifecycle, from implementation through renewal and expansion* Develop scalable processes, playbooks, and governance models to improve efficiency and customer outcomes* Partner with Sales, Product, and Commercial leadership to align on customer goals, expectations, and value realizationImplementation & Integration Excellence* Oversee end-to-end implementation delivery, ensuring projects are completed on time, within scope, and aligned with customer objectives* Lead technical integration strategy and execution, particularly with EHR systems (e.g., Epic, Cerner), ensuring seamless interoperability* Mitigate implementation risks through proactive planning, resource allocation, and stakeholder management* Establish best practices and standardization across implementation and integration methodologiesCustomer Experience & Support* Ensure delivery of high-quality, responsive customer support that drives satisfaction and loyalty* Monitor and improve key customer metrics, including adoption, utilization, NPS/CSAT, and retention* Act as an executive sponsor for key accounts, strengthening relationships with senior customer stakeholders* Implement feedback loops to capture customer insights and influence product roadmap and service improvementsOperational Excellence & Metrics* Define and track success metrics across implementation, adoption, and support functions* Use data and analytics to identify trends, optimize performance, and drive continuous improvement* Manage budgets, resource planning, and capacity to ensure operational efficiency and scalability* Report on Customer Success performance and strategic initiatives to senior leadership### Qualifications* 10+ years of experience in Customer Success, Professional Services, or related leadership roles within healthcare technology, Clinical Solutions, or SaaS environments* Proven experience leading large, cross-functional teams, including implementation, technical integration, and customer support* Deep understanding of healthcare IT ecosystems, including EHR integration (Epic, Cerner, etc.) and clinical workflows* Demonstrated success driving customer adoption, retention, and expansion in complex enterprise environments* Strong people leadership skills with a track record of building, developing, and retaining high-performing teams* Exceptional stakeholder management and executive communication skills* Data-driven mindset with experience leveraging metrics to inform strategy and improve outcomes* Bachelor’s degree required; advanced degree (MBA, MHA, or similar) preferred### Preferred Attributes* Strategic thinker with strong operational execution capabilities* Ability to influence across functions and lead through ambiguity* Passion for improving healthcare outcomes through technology and content* Experience scaling Customer Success organizations in high-growth environmentsU.S. National Base Pay Range: $115,400 - $192,300. Geographic differentials may apply in some locations to better reflect local market rates.This job is eligible for an annual incentive bonus.**We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click**
**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
or please contact 1-855-833-5120.**Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams** **.**Please read our .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.***USA Job Seekers:***.Elsevier is a global leader in advanced information and decision support for science and healthcare. We believe that by working together with the communities we serve, we can shape human progress to go further, happen faster, and benefit all.We support continuous discovery and uphold the highest standards of content integrity, reliability, and reproducibility so the communities we serve can advance their field of science, healthcare or innovation with confidence. By combining high-quality content with powerful analytics, we transform complexity into clarity and deliver mission-critical insights that help professionals make better decisions when it matters most.We deliver insights that help research institutions, governments, and funders achieve their goals. We help researchers discover and share knowledge, collaborate, and accelerate innovation. We help librarians provide verified, quality information to universities. We help innovators turn knowledge into new products. We help health professionals improve patient care and educators train the next generation of doctors and nurses. Connecting quality content and innovative technologies, we make progress go further and happen faster. And by championing inclusion and sustainability, we ensure progress benefits all.With 9,500 employees, over 2,300 technologists in 5 major tech hubs, and more than 60 locations across the globe, we are committed to supporting the scientific and healthcare communities around the world. We offer a diverse range of opportunities across technology, commercial, business, and early career jobs. If you are looking for a career that inspires progress in science, innovation and health, and allows you to grow every day, find your team at Elsevier.Elsevier is part of RELX Group.Let’s shape progress together. Join us.elsevier.com/about/careers #J-18808-Ljbffr
+ Product Implementation Specialists
+ EHR/Technical Integration Teams
+ Customer Support & Service professionals* Establish clear performance expectations, KPIs, and career development pathways to drive team engagement and retention* Foster a customer-centric, results-driven culture focused on accountability, collaboration, and continuous learning* Lead through change, scaling teams, and processes to support business growth and evolving customer needsCustomer Success Strategy & Execution* Define and execute a comprehensive Customer Success strategy to ensure successful onboarding, implementation, and long-term adoption of Elsevier Clinical Solutions* Drive consistency and excellence across the customer lifecycle, from implementation through renewal and expansion* Develop scalable processes, playbooks, and governance models to improve efficiency and customer outcomes* Partner with Sales, Product, and Commercial leadership to align on customer goals, expectations, and value realizationImplementation & Integration Excellence* Oversee end-to-end implementation delivery, ensuring projects are completed on time, within scope, and aligned with customer objectives* Lead technical integration strategy and execution, particularly with EHR systems (e.g., Epic, Cerner), ensuring seamless interoperability* Mitigate implementation risks through proactive planning, resource allocation, and stakeholder management* Establish best practices and standardization across implementation and integration methodologiesCustomer Experience & Support* Ensure delivery of high-quality, responsive customer support that drives satisfaction and loyalty* Monitor and improve key customer metrics, including adoption, utilization, NPS/CSAT, and retention* Act as an executive sponsor for key accounts, strengthening relationships with senior customer stakeholders* Implement feedback loops to capture customer insights and influence product roadmap and service improvementsOperational Excellence & Metrics* Define and track success metrics across implementation, adoption, and support functions* Use data and analytics to identify trends, optimize performance, and drive continuous improvement* Manage budgets, resource planning, and capacity to ensure operational efficiency and scalability* Report on Customer Success performance and strategic initiatives to senior leadership### Qualifications* 10+ years of experience in Customer Success, Professional Services, or related leadership roles within healthcare technology, Clinical Solutions, or SaaS environments* Proven experience leading large, cross-functional teams, including implementation, technical integration, and customer support* Deep understanding of healthcare IT ecosystems, including EHR integration (Epic, Cerner, etc.) and clinical workflows* Demonstrated success driving customer adoption, retention, and expansion in complex enterprise environments* Strong people leadership skills with a track record of building, developing, and retaining high-performing teams* Exceptional stakeholder management and executive communication skills* Data-driven mindset with experience leveraging metrics to inform strategy and improve outcomes* Bachelor’s degree required; advanced degree (MBA, MHA, or similar) preferred### Preferred Attributes* Strategic thinker with strong operational execution capabilities* Ability to influence across functions and lead through ambiguity* Passion for improving healthcare outcomes through technology and content* Experience scaling Customer Success organizations in high-growth environmentsU.S. National Base Pay Range: $115,400 - $192,300. Geographic differentials may apply in some locations to better reflect local market rates.This job is eligible for an annual incentive bonus.**We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click**
**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
or please contact 1-855-833-5120.**Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams** **.**Please read our .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.***USA Job Seekers:***.Elsevier is a global leader in advanced information and decision support for science and healthcare. We believe that by working together with the communities we serve, we can shape human progress to go further, happen faster, and benefit all.We support continuous discovery and uphold the highest standards of content integrity, reliability, and reproducibility so the communities we serve can advance their field of science, healthcare or innovation with confidence. By combining high-quality content with powerful analytics, we transform complexity into clarity and deliver mission-critical insights that help professionals make better decisions when it matters most.We deliver insights that help research institutions, governments, and funders achieve their goals. We help researchers discover and share knowledge, collaborate, and accelerate innovation. We help librarians provide verified, quality information to universities. We help innovators turn knowledge into new products. We help health professionals improve patient care and educators train the next generation of doctors and nurses. Connecting quality content and innovative technologies, we make progress go further and happen faster. And by championing inclusion and sustainability, we ensure progress benefits all.With 9,500 employees, over 2,300 technologists in 5 major tech hubs, and more than 60 locations across the globe, we are committed to supporting the scientific and healthcare communities around the world. We offer a diverse range of opportunities across technology, commercial, business, and early career jobs. If you are looking for a career that inspires progress in science, innovation and health, and allows you to grow every day, find your team at Elsevier.Elsevier is part of RELX Group.Let’s shape progress together. Join us.elsevier.com/about/careers #J-18808-Ljbffr