Academic Success Manager

Elsevier; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Elsevier Health’s Academic Success Manager in Malaysia partners with universities, medical and nursing schools to maximize the value of Elsevier’s education solutions. You will drive retention, renewals and upsell opportunities while aligning with Sales, Product, Training and Support teams to ensure successful adoption and continued engagement across Singapore, Malaysia, Indonesia and South Korea.

As a trusted advisor, you’ll build relationships with academic leaders, support faculty enablement,

Qualifications

• Bachelor's degree in Education, Healthcare, Life Sciences, Business or 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.
• Verbal and written fluency English and Korean.
• Willingness to travel across assigned markets.

Responsibilities

• Drive customer retention and renewals to minimize churn.
• Develop and execute customer success plans to enhance engagement and retention.
• Identify renewal risks early and implement engagement strategies.
• Collaborate with Sales to ensure renewal outcomes and account growth.
• Build trusted relationships with academic leaders and stakeholders.
• Support faculty enablement and demonstrate ongoing value of Elsevier's solutions.
• Drive product adoption through onboarding and ongoing usage.
• Deliver training sessions and product demonstrations for educators.
• Identify upsell opportunities and coordinate with EPSM and Esales teams.
• Foster cross-functional collaboration to ensure a consistent customer experience.

Skills

Customer success

Account management

Education technology

Relationship management

Presentation skills

Education

Bachelor's degree in Education, Healthcare, Life Sciences, Business or 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 Singapore, Malaysia, Indonesia and South Korea.

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.

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.

Requirements

• Bachelor's degree in Education, Healthcare, Life Sciences, Business or 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.
• Verbal and written fluency English and Korean
• Willingness to travel across assigned markets.

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