• Review existing processes and continue to iterate and implement a customer success strategy focused on CSM contributions to value realization, renewals, and growth • Advance the organization toward a tech-enabled, solutions-focused model inspired by best practices in the technology industry • Evolve the current structure into a mature, scalable operating model for a global Customer Success organization • Serve as a thought partner to the SVP and senior leadership, contributing to the long-term roadmap for Customer Success at Elsevier • Lead and inspire a high-performing team of regional leaders and their organizations; provide mentorship, performance management, and professional growth paths • Foster a strong culture of accountability, innovation, and customer-centricity • Partner with Sales, Marketing and Product leaders to drive engagement strategies that reduce churn, increase renewal rates, and expand customer footprint • Ensure teams build strategic relationships with institutional customers, functioning as trusted advisors to product champions, senior academic and government stakeholders • Drive customer advocacy, NPS, and customer health metrics through data-informed decision-making and proactive engagement strategies • Lead and contribute to cross-functional initiatives in CSM enablement, Operations, Success Planning, and Customer Impact Management • Champion the development of tooling, dashboards, and processes to measure customer success outcomes globally • Use metrics, analytics, and feedback loops to continuously refine engagement strategy and customer experience across regions.