Academic Success Manager

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About Our Team

Elsevier Health applies innovation and insights to support more informed decision-making across global health. We provide healthcare professionals with accessible, trusted, evidence-based information; equip medical and nursing students with effective learning tools and resources; and deliver insights that help clinicians improve patient outcomes. We also support more personalised, locally relevant healthcare experiences—all for the benefit of patients.

About The Role

The Academic Success Manager (ASM) drives adoption, retention and growth across a portfolio of academic institutions. The role brings together learning design and pedagogy, in-depth customer knowledge and product fluency to demonstrate value to stakeholders. Through proactive engagement, the ASM helps each institution achieve measurable teaching and learning value, from onboarding through renewal and expansion.

Responsibilities

Customer success & account growth

• Own account health, anticipate challenges and address adoption risks well before renewal.
• Prioritise engagement during the first 90 days of new business onboarding or following renewal, and begin renewal discussions at least six months in advance.
• Maintain a clear engagement and growth plan for each account, identifying upsell opportunities, additional departments and relevant products, with a clear case for leadership approval.
• Use usage data and pattern recognition to identify early warning signs and take action when adoption is slow.
  
  

Relationship management & stakeholder engagement

• Build trusted relationships with deans, programme leads, unit coordinators and educators through both leadership-level and faculty-level engagement.
• Align institutional stakeholders across faculty, library, IT and leadership around a coordinated, practical plan.
• Collaborate with EPSMs and internal teams to avoid duplicate meetings and maintain clear objectives for academic stakeholders.
• Manage challenging conversations and escalations professionally, clearly documenting facts, timelines and next steps.
  
  

Training, onboarding & facilitation

• Deliver use-case-based training aligned with each institution's learning objectives and curriculum workflows, rather than focusing solely on product features.
• Help faculty understand how the products can simplify teaching and better prepare students.
• Develop scalable onboarding resources, such as digital rooms, that provide on-demand training and reduce reliance on annual in-person sessions.
  
  

Requirements

• Learning design & pedagogy: A deep understanding of teaching practice, curriculum design and accreditation processes, with the credibility to engage academics at all levels.
• Customer knowledge: An understanding of each institution's barriers, faculty workflows, constraints and academic pressures, and the ability to identify relevant stakeholders beyond library and IT teams.
• Product knowledge: Broad fluency across the product suite, with the ability to translate features into teaching use cases and connect each session to a specific teaching or learning need.
• CRM & data proficiency: Strong proficiency in customer management tools for reporting, account insights, adoption metrics and engagement tracking.
• Commercial & contractual literacy: An understanding of procurement processes, financial years and budget release cycles to support renewals and growth.
• Planning & execution: The ability to prepare for quarterly business reviews (QBRs), align engagement with regional academic calendars and institutional timelines, and ensure materials are ready in advance.
• Communication: Confident presentation, patient facilitation and active listening skills, with the ability to simplify complex concepts for diverse audiences.
  
  

Work in a way that works for you

We promote a healthy work–life balance across the organisation. Through wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we support our people in meeting their immediate responsibilities and long-term goals.

• Flexible working hours: Adjust your working hours to balance your responsibilities and work when you are most productive.
  
  

Working for you

We recognise that wellbeing and happiness contribute to a long and successful career. Our benefits include:

• Comprehensive Health Insurance: Coverage for you, your immediate family and your parents.
• Enhanced Health Insurance Options: Access to competitive rates negotiated by the company.
• Group Life Insurance: Financial protection for your loved ones.
• Group Accident Insurance: Additional protection for accidental death and permanent disablement.
• Flexible Working Arrangement: Support for a healthy work–life balance.
• Employee Assistance Program: Support for personal and work-related challenges.
• Medical Screening: Support for your health and wellbeing.
• Modern Family Benefits: Maternity, paternity and adoption support.
• Long-Service Awards: Recognition of dedication and commitment.
• New Baby Gift: Recognition of the arrival of a new child.
• Subsidised Meals in Chennai: Meals available at discounted rates.
• Paid Time Off: Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave and Gazetted Public Holidays.
• Complimentary Transport in Chennai: Home-to-office and return transport.
  
  

About The Business

As a global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for society. Building on our publishing heritage, we combine quality information and extensive datasets with analytics to support science and research, health education, interactive learning, healthcare and clinical practice. At Elsevier, your work contributes to addressing global challenges and supporting a more sustainable future. We use innovative technologies and partnerships to advance science and healthcare.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.