Carol G.

Organizer
DISC Type : Sd

Senior Vice President, Customer Success at Elsevier

Washington DC-Baltimore Area, United States

Overview

Carol is a Senior Vice President of Customer Success at Elsevier, focused on using CS as a lever for growth, retention, and long-term value. With an MBA from the University of Maryland and experience at Interfolio and Hobsons, she specializes in scalable operating models. Colleagues describe her as strategic, driven, and a leader with integrity.

She is known for her professional mantras that she shares with her teams.

Personality Overview

Slow Starter

Trusting Of Others

Thoughtfully Quick

Reading between the lines and seeing beyond your words comes naturally to them.  They are very professional in their approach and can weigh multiple perspectives together. They might take some time to make their mind up but once they do, they don't change it easily.

Topics They Care About

CS as a Growth Lever
Her philosophy centers on customer success not just as a function, but as a primary driver for revenue performance, efficiency, and long-term enterprise value.
Go-to-Market Strategy
She specializes in building operating models that align Sales, Customer Success, and Product teams around customer outcomes and revenue transformation.
Higher Education Tech
Has extensive experience leading client success and services for SaaS products in the higher education sector from her time at Interfolio and Hobsons.

Media Appearances

Carol has no verified media appearances

Work History

1-2024
Senior Vice President, Customer Success at Elsevier
9-2022 - 1-2024
Senior Consultant, Customer Growth at Elsevier
10-2017 - 9-2022
Chief Client Officer at Interfolio, Inc.
4-2014 - 9-2017
Chief Services Officer at Decision Lens
9-2012 - 3-2014
Vice President, Higher Education Consulting at Hobsons

Education

1998 - 2000
MBA from University of Maryland - Robert H. Smith School of Business
BA from SUNY Oneonta
RELX Enterprise Leadership Program from Harvard Business School Executive Education

More Information

Social Presence :

Prographics :

Exp : 24 Location : Washington DC-Baltimore Area, United States Job Level : Leadership Designation : Senior Vice President, Customer Success at Elsevier
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Insights For Selling To Carol

During A Call Or A Meeting

DO's

  • Let them know of potential risks but suggest mitigation methods alongside
  • During followups, use phone or text if needed, they should be fine
  • Come across as a trustworthy professional and be respectful, they usually know their game

DONT's

  • Avoid putting conscious effort into relationship-building
  • Don't go over them unless you are left with no other option
  • Don't take their patience for granted, avoid long-winding sermons

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Carol is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Carol

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Carol move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Carol take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Carol

Personality Compatibility


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