Academic Success Manager

About the role

The Academic Success Manager drives customer retention, renewals and account growth for Elsevier Health's education solutions across Queensland, Western Australia and the Northern Territories. The role focuses on protecting and renewing existing business, identifying upselling opportunities and acting as a trusted advisor to universities, medical schools, nursing schools and other healthcare education institutions. It is a full-time, permanent position based in the Brisbane office.

Key responsibilities

• Drive customer retention and renewals: manage relationships proactively, develop customer success plans, spot renewal risks early and work with Sales to secure renewal outcomes.
• Build relationships with academic leaders, faculty and decision-makers, and nurture academic champions.
• Support onboarding and adoption of education solutions, monitor usage and feedback, and share usage insights and success stories.
• Deliver faculty training: online and face-to-face product demonstrations, training sessions and workshops, and scalable enablement initiatives.
• Identify upselling and account expansion opportunities and work with the EPSM and Esales teams to progress them.
• Collaborate with Sales, Product, Marketing, Training and Support teams to ensure a consistent customer experience.

Required profile

• 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 is advantageous.
• Understanding of subscription-based digital solutions, customer retention and renewal processes.
• Willingness to travel across assigned markets.

Required skills

• 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 across regional teams.

What we offer

• Flexible working arrangements.
• Access to learning and development resources.
• Well-being initiatives, shared parental leave, study assistance and sabbaticals.
• Long service award.