Director, Customer Success

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 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 needs

Customer 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 realization

Implementation & 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 methodologies

Customer 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 improvements

Operational 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 environments

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