Academic Success Manager

Are you skilled in driving meaningful engagement to achieve client success?

Are you passionate about helping academic institutions maximize the value of innovative healthcare education solutions?

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. All for the benefit of every patient outcomes.

The Academic Success Manager (ASM) is responsible for driving customer retention, renewals and account growth for Elsevier Health's education solutions across Queensland, Western Australia and Northern Territories

With a primary focus on protecting and renewing existing business and identifying upselling opportunities, the ASM works closely with academic institutions to ensure successful adoption, continued engagement and value realization of Elsevier's solutions. Serving as a trusted advisor to universities, medical schools, nursing schools and other healthcare education institutions, the ASM builds strong relationships with academic stakeholders, supports faculty enablement and demonstrates the ongoing value of Elsevier's solutions.

The ASM collaborates closely with Sales, Product, Training and Support teams to maximize customer satisfaction, secure renewals and identify opportunities for account expansion.

This is a full-time and permanent role based in our Brisbane office.

• 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.

• 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…