Academic Success & Adoption Strategist

RELX Trading Australia Pty Limited Company; Brisbane; On-site; AUD 110,000 - 150,000; Full time

Job summary

Elsevier Health is seeking an Academic Success Manager to drive customer retention, renewals and account growth across Queensland, Western Australia and Northern Territories from our Brisbane office. You will build trusted relationships with universities, medical and nursing schools, demonstrating the ongoing value of Elsevier's education solutions.

You will collaborate with Sales, Product, Training and Support to maximise satisfaction, secure renewals and identify upsell opportunities.

Qualifications

• 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.

Responsibilities

• Drive Customer Retention and Renewals 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.
• Build and Strengthen Academic Relationships 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.
• Drive Product Adoption and Value Realization 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.
• Deliver Faculty Training and Enablement 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 Upselling and Account Expansion Opportunities 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.
• Foster Cross‑Functional Collaboration 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.

Skills

Customer success

Account management

Academic engagement

Education technology

Relationship management

Communication

Negotiation

Presentation

Travel willingness

Data interpretation

Education

Bachelor's degree in a related discipline

Job description

Elsevier Health is seeking an Academic Success Manager to drive customer retention, renewals and account growth across Queensland, Western Australia and Northern Territories from our Brisbane office. You will build trusted relationships with universities, medical and nursing schools, demonstrating the ongoing value of Elsevier's education solutions.

You will collaborate with Sales, Product, Training and Support to maximise satisfaction, secure renewals and identify upsell opportunities.