Director, Customer Success

Job description

Director, Customer Success – Clinical Solutions Overview: Elsevier 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 Responsibilities: Leadership & 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 pa...