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About the Role

The Academic Success Manager (ASM) is responsible for driving customer retention, renewals, and account growth for Elsevier Health's education solutions. The ASM acts as a trusted advisor to academic institutions, ensuring successful adoption and value realization of Elsevier's solutions, while collaborating with internal teams to maximize customer satisfaction and identify growth opportunities.

Responsibilities

Proactively manage customer relationships to support timely renewals and minimize customer churn.
Develop and execute customer success plans that strengthen engagement, adoption, and long-term retention.
Identify renewal risks early and implement appropriate customer engagement and recovery strategies.
Collaborate with Sales and internal stakeholders to ensure successful renewal outcomes.
Develop trusted relationships with academic leaders, faculty members, and key institutional decision-makers.
Identify and nurture academic champions who advocate for Elsevier Health education solutions.
Understand institutional priorities, curriculum requirements, and evolving educational needs.
Support onboarding and ongoing adoption of Elsevier Health education solutions.
Work with faculty members to integrate digital learning resources into teaching and learning activities.
Monitor product usage, engagement, and customer feedback to identify adoption gaps and improvement opportunities.
Demonstrate continued value through usage insights, customer success stories, and academic outcomes.
Conduct online and face-to-face product demonstrations, training sessions, and workshops.
Support educators in maximizing the effectiveness of Elsevier's digital education solutions.
Develop scalable customer engagement and enablement initiatives to improve adoption and satisfaction.
Identify opportunities to expand existing customer subscriptions, product usage, and institutional adoption.
Recommend relevant Elsevier Health education solutions based on customer needs and academic priorities.
Collaborate with EPSM and Esales Teams to develop and progress upselling opportunities within existing accounts.
Leverage customer relationships, usage insights, and institutional feedback to support account growth.
Work closely with Sales, Product, Marketing, Training, and Customer Support teams to ensure a consistent customer experience.
Share customer feedback, market insights, and success stories to support continuous improvement.
Coordinate internal resources to resolve customer challenges and strengthen long-term partnerships.

Requirements

Bachelor's degree in a related discipline.
5 years of experience in customer success, account management, academic engagement, or education technology.
Experience engaging universities, medical schools, nursing schools, or healthcare education institutions would be advantageous.
Understanding of subscription-based digital solutions, customer retention, and renewal processes.
Strong relationship management, communication, presentation, and negotiation skills.
Ability to interpret customer usage data and identify risks and growth opportunities.
Experience conducting product demonstrations, customer training, and workshops.
Ability to work independently and collaborate effectively across regional teams.
Willingness to travel across assigned markets.

Location

Brisbane

Work Type

Full-time
Permanent
Onsite

Experience Level

5 years of experience

Education Level

Bachelor's degree

Benefits

Long Service Award
Flexible Working Arrangements
Access to Learning and Development Resources
Shared parental leave
Study assistance
Sabbaticals

About the Company

Elsevier Health applies innovation, facilitates insights, and helps drive more informed decision-making for our customers across global health.
We support health providers by providing accessible, trusted evidence-based information; prepare more medical and nursing students with effective tools and resources; provide insights that help clinicians improve patient outcomes; and support a more personalized and localized healthcare experience.
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.

Equal Opportunity

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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Please read our Candidate Privacy Policy.
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.
USA Job Seekers: EEO Know Your Rights.