Academic Success Manager

RELX; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Job summary

Elsevier Health seeks an Academic Success Manager to drive retention, renewals, and account growth across Singapore, Malaysia, Indonesia and South Korea. You will serve as a trusted advisor to universities and healthcare schools, enabling faculty and demonstrating ongoing value of Elsevier Health education solutions.

The role collaborates with Sales, Product, Training and Support to maximize satisfaction, renewals, and upsell opportunities while navigating diverse regional markets and travel

Qualifications

• Bachelor's degree required in Education, Healthcare, Life Sciences, Business or related field.
• Minimum 5 years in customer success, account management, or education technology.
• Experience engaging universities or healthcare education institutions advantageous.
• Understanding of subscription-based digital solutions and renewal processes.
• Strong relationship management, communication, presentation and negotiation skills.
• Ability to interpret usage data and identify risks and opportunities.
• Experience conducting product demonstrations, training and workshops.
• Able to work independently and collaborate across regional teams.
• Fluent in English and Korean, both verbal and written.
• Willingness to travel across assigned markets.

Responsibilities

• Drive customer retention and renewals, proactively manage relationships to minimize churn.
• Develop and execute customer success plans to strengthen engagement and long-term retention.
• Identify renewal risks early and implement engagement and recovery strategies.
• Collaborate with Sales and internal stakeholders to ensure renewal outcomes.
• Build trusted relationships with academic leaders and key decision-makers.
• Nurture academic champions advocating for Elsevier Health education solutions.
• Understand institutional priorities and evolving educational needs.
• Support onboarding and ongoing adoption of Elsevier Health education solutions.
• Work with faculty to integrate digital learning resources into teaching.
• Monitor usage and feedback to identify adoption gaps and improvements.
• Demonstrate value through usage insights and success stories.
• Conduct online and in-person product demonstrations and workshops.
• Support educators in maximizing effectiveness of digital solutions.
• Develop scalable engagement initiatives to improve adoption and satisfaction.
• Identify opportunities to expand subscriptions and institutional adoption.
• Collaborate with EPSM and Esales teams to progress upselling opportunities.
• Share feedback and market insights to support continuous improvement.
• Coordinate internal resources to resolve challenges and strengthen partnerships.

Skills

Customer success

Account management

Academic engagement

Fluent English

Fluent Korean

Relationship management

Communication

Negotiation

Data analysis

Product demonstrations

Travel readiness

Collaboration

Independence

Education technology

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.

Work in a way that works for you

We promote