Do you like supporting customers in making sure they get the maximum value from their partnership with Elsevier?
Do you enjoy being part of a team that collaborates to deliver success?
About our Team
The Customer Success team focuses on ensuring customers achieve their desired goals and outcomes by leveraging Elsevier Health solutions to their maximum potential. By delivering value from our solutions to the customer we ensure the renewal of accounts based on high usage, customer satisfaction and advocacy. The Customer Success team is highly collaborative, cross-functional, and uses Agile principles to achieve our business goals.
About the Role
The Digital Customer Success Executive is a hybrid role that combines the creativity of a digital marketer with the analytical rigor of a data analyst. This role is responsible for designing, executing, and optimizing scalable customer engagement initiatives using automation, in-product communication, and data-driven insights. By blending campaign execution with behavioral analysis, the Executive ensures that every customer receives timely, relevant, and personalized experiences that drive product adoption, onboarding success, and long-term satisfaction.
Responsibilities
Design and deploy automated engagement campaigns across email, in-product messaging, and other digital channels.
Analyze customer usage data, engagement trends, and behavioral signals to inform and optimize engagement strategies.
Collaborate cross-functionally with Customer Success, Sales, Marketing, Content, and Product teams to align messaging with customer journeys and lifecycle stages.
Develop dashboards and reports to track onboarding effectiveness, product adoption, campaign performance, and customer health metrics.
Deliver digital training experiences (e.g., webinars, video tutorials, guided walkthroughs) to support onboarding and feature adoption.
Identify patterns and opportunities for proactive engagement and intervention to improve NPS, retention, and product utilization.
Ensure consistent and personalized communication across all customer segments and lifecycle stages.
Requirements
Proven experience in digital engagement, marketing automation, customer lifecycle management, or product analytics.
Strong analytical skills with proficiency in tools such as Excel, SQL, Tableau, Power BI, or similar.
Familiarity with platforms like Pendo, Highspot, Gong, Salesforce, or equivalent engagement and CRM tools.
Ability to translate complex data into clear, actionable insights and strategic recommendations.
Excellent written communication and content creation skills.
Self-motivated, highly organized, and comfortable working in a global, matrixed environment.
Fluency in English; additional languages are a plus.
Work in a way that works for you
We promote a healthy work/life balance across the organization. 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:
Comprehensive Health Insurance: Covers you, your immediate family, and parents.
Enhanced Health Insurance Options: Competitive rates negotiated by the company.
Group Life Insurance: Ensuring financial security for your loved ones.
Group Accident Insurance: Extra protection for accidental death and permanent disablement.
Flexible Working Arrangement: Achieve a harmonious work-life balance.
Employee Assistance Program: Access support for personal and work-related challenges.
Medical Screening: Your well-being is a top priority.
Modern Family Benefits: Maternity, paternity, and adoption support.
Long-Service Awards: Recognizing dedication and commitment.
New Baby Gift: Celebrating the joy of parenthood.
Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
Free Transport pick up and drop from the home -office - home (applies in Chennai)
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.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here 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 Applicant Request Support Form or please contact 1-855-833-5120.
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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.
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