Regional Manager, Customer Success - APAC

Regional Customer Success Manager - APACAre you skilled in driving meaningful engagement to achieve client success?Would you like to join a company that helps advance science, technology and health?About the TeamElsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.About the roleThe Regional Customer Success Manager (RCSM) leads a team of Customer Success Managers. The team is accountable for post-sale support and customer value delivery, with occasional involvement in pre-sale activities where their expertise adds value. The RCSM ensures customers receive exceptional service, driving retention and growth across the region while aligning Customer Success activities with broader commercial priorities. They translate global Customer Success strategy into effective regional execution, fostering strong cross-functional collaboration and operational consistency. Reporting to the Senior Director, Customer Success, the RCSM represents the Customer Success function on the regional sales management team.ResponsibilitiesTeam Leadership & DevelopmentManage, coach and develop a team of Customer Success Managers to meet regional retention, adoption and growth goalsEstablish clear KPIs and performance expectations, ensuring consistent tracking and accountabilityFoster a culture of accountability, collaboration and continuous improvementSupport individual development through regular feedback, coaching and performance reviewsRegional Strategy ExecutionTranslate global Customer Success strategy into actionable regional plans that reflect local customer needs and market dynamicsRepresent Customer Success in regional planning forums and contribute to cross-functional alignmentPartner with Sales, Marketing, Advanced Data Solutions and Product teams to support joint account planning and customer engagement strategiesEnsure CSMs proactively identify cross-sell and up-sell opportunities and partner with Account Managers to progress themCustomer Outcomes & Relationship ManagementEnsure delivery of measurable customer outcomes, including adoption, satisfaction and renewal performanceAct as an escalation point for complex customer issues within the regionAdvocate for customer feedback to inform product and process improvementsOperational ExcellenceMaintain accurate reporting and data quality to provide clear visibility into customer health, risks and opportunitiesPromote consistent use of tools, processes and reporting across the regional teamCollaborate with internal teams to streamline handoffs and improve the end-to-end customer experienceCross-Functional CollaborationBuild strong working relationships with regional Sales, Product, Marketing and Operations teamsContribute to regional planning and leadership discussions to ensure customer success priorities are representedSupport a unified customer experience through coordinated efforts across functionsRequirementsProven experience managing Customer Success or Account Management teams across the APAC regionDemonstrated ability to operate effectively within a matrixed, cross-functional organisationKnowledge of Elsevier's products and services or experience in related industries would be beneficialExcellent communication, leadership and stakeholder management skillsAnalytical mindset with the ability to interpret data and drive insights* Multilingual capability relevant to key APAC markets would be an advantageWork in a way that works for youWe promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.Working for youWe know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:Medical Inpatient and Outpatient Insurance: Coverage for your healthcare needs.Long Service Award: Recognition for your dedication and loyalty.Flexible Working Arrangements: Balance work and personal life effectively.Access to Learning and Development Resources: Empowering your professional growth.About the BusinessA global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.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.We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.Please read our Candidate Privacy Policy.We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.USA Job Seekers:EEO Know Your Rights.