Customer Success Manager

Are you passionate about helping healthcare professionals get greater value from digital clinical solutions? Would you like to build trusted customer partnerships while helping hospitals and healthcare organizations adopt innovative solutions, including AI-enabled technologies? About Our Team Elsevier Health applies innovation, facilitates insights, and helps drive more informed decision-making for our customers across global health. We support health providers by providing accessible, trusted evidence-based information; prepare more medical and nursing students with effective tools and resources; provide insights that help clinicians improve patient outcomes; and support a more personalized and localized healthcare experience. All for the benefit of every patient. Our Clinical Solutions team works with hospitals, university medical centers, and healthcare organizations to help healthcare professionals access and effectively use trusted clinical information and digital solutions in their everyday work.

About the Role
As a Customer Success Manager, Clinical Solutions (Japan), you will manage customer relationships across a portfolio of hospitals, university medical centers, and healthcare organizations in Japan. Your focus will be on helping customers successfully adopt and gain ongoing value from Elsevier's clinical solutions, including ClinicalKey and ClinicalKey AI. You will work with a broad range of stakeholders, from frontline doctors, nurses, and other healthcare professionals to faculty, librarians, administrators, IT teams, department leaders, and executives. Through onboarding, training, consultation, usage analysis, and ongoing engagement, you will help customers embed Elsevier solutions into their workflows, strengthen long-term partnerships, and maximize the value of their investment. You will also work closely with Sales, Account Management, Product, Content, Marketing, and global Customer Success teams to represent the voice of our customers and support successful retention and account development. Responsibilities As a Customer Success Manager, Clinical Solutions (Japan), you will:
• Develop and execute customer success plans for hospitals, university medical centers, and other healthcare organizations.
• Drive adoption and effective use of ClinicalKey, ClinicalKey AI, and other Elsevier clinical solutions through onboarding, training, and ongoing engagement.
• Help doctors, nurses, faculty, librarians, administrators, and other healthcare stakeholders maximize the value of Elsevier solutions in their daily workflows.
• Build trusted relationships with customers and conduct regular check-ins, QBRs, and ABRs to demonstrate value and understand evolving needs.
• Monitor customer usage, engagement, and satisfaction to identify risks, opportunities, and areas for improvement.
• Proactively identify at-risk customers and develop retention plans that support successful renewals and long-term partnerships.
• Deliver product training, webinars, workshops, and consultations, both virtually and face-to-face.
• Promote new product capabilities, including AI-enabled features, and help customers understand how they can be applied effectively.
• Partner with Sales and Account Managers by sharing customer insights, usage trends, and opportunities that support retention and account development.
• Collaborate with Product, Content, Marketing, and global Customer Success teams to share customer feedback, market insights, and best practices while continuously improving the customer experience. Requirements To be successful, you will:
• Have experience in Customer Success, Account Management, Consulting, Customer Support, or another customer-facing role.
• Demonstrate strong customer relationship management and stakeholder engagement skills.
• Be able to drive customer adoption, retention, and long-term value.
• Have excellent presentation, facilitation, and communication skills, including the ability to deliver customer training.
• Have strong analytical, problem-solving, and organizational skills, with the ability to manage multiple priorities independently.
• Have a high level of Japanese communication skills and intermediate or above English for collaboration with global teams.
• Be comfortable using CRM platforms such as SFDC and working with customer usage and engagement data.
• Be customer-focused, proactive, accountable, and comfortable working across different teams and cultures.
• Have curiosity about emerging technologies, particularly AI and its application to healthcare and customer success.
• Bachelors degree or higher.
• A background in healthcare, nursing, SaaS, e-learning, clinical decision-support, or medical information products is advantageous but not required. An RN qualification or nursing education experience is highly desirable. Location and Working Arrangements This is a full-time position based in Tokyo, Japan (near Tamachi station), with a hybrid working arrangement. The position reports to the Head of Clinical Solutions, Japan. 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 for You We know that your wellbeing and happiness are key to a long and successful career. About the Business A global leader in information and analytics, Elsevier helps 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.