Academic Success Manager

RELX; Brisbane; On-site; AUD 110,000 - 150,000; Full time

Job summary

Elsevier Health in Brisbane is seeking an Academic Success Manager to drive retention, renewals and growth for our education solutions across Queensland and surrounding territories. You will partner with universities and medical/nursing schools to ensure adoption, value realization and ongoing engagement.

You will lead training, demonstrations and enablement activities with faculty, while collaborating with Sales, Product, Training and Support teams to secure renewals and expand subscriptions.

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 by proactively managing relationships and renewals.
• Build and strengthen academic relationships with leaders and decision-makers.
• Drive product adoption and value realization through onboarding and ongoing usage support.
• Deliver faculty training and enablement via online and in-person sessions.
• Identify upselling and account expansion opportunities with existing subscriptions.
• Foster cross-functional collaboration with Sales, Product, Marketing, Training and Support.

Skills

Relationship management

Communication

Presentation skills

Negotiation

Data interpretation

Product demonstrations

Willingness to travel

Independent collaboration

Education

Bachelor's degree in a related discipline

Job description

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?

About our Team

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.

About the Role

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.

Responsibilities

1. 1. 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.
2. 2. 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.
3. 3. 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.
4. 4. 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.
5. 5. 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.
6. 6. 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.

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.

Work in a way that works for you

We promote a healthy work/lif