Regional Manager, Customer Success – APAC

Role Overview

• Manage, coach and develop a team of Customer Success Managers to meet regional retention, adoption and growth goals
• Establish clear KPIs and performance expectations, ensuring consistent tracking and accountability
• Foster a culture of accountability, collaboration and continuous improvement
• Support individual development through regular feedback, coaching and performance reviews
• Translate global Customer Success strategy into actionable regional plans that reflect local customer needs and market dynamics
• Represent Customer Success in regional planning forums and contribute to cross-functional alignment
• Partner with Sales, Marketing, Advanced Data Solutions and Product teams to support joint account planning and customer engagement strategies
• Ensure CSMs proactively identify cross-sell and up-sell opportunities and partner with Account Managers to progress them
• Ensure delivery of measurable customer outcomes, including adoption, satisfaction and renewal performance
• Act as an escalation point for complex customer issues within the region
• Advocate for customer feedback to inform product and process improvements
• Maintain accurate reporting and data quality to provide clear visibility into customer health, risks and opportunities
• Promote consistent use of tools, processes and reporting across the regional team
• Collaborate with internal teams to streamline handoffs and improve the end-to-end customer experience
• Build strong working relationships with regional Sales, Product, Marketing and Operations teams
• Contribute to regional planning and leadership discussions to ensure customer success priorities are represented
• Support a unified customer experience through coordinated efforts across functions.

Requirements

• Proven experience managing Customer Success or Account Management teams across the APAC region
• Demonstrated ability to operate effectively within a matrixed, cross-functional organisation
• Knowledge of Elsevier’s products and services or experience in related industries would be beneficial
• Excellent communication, leadership and stakeholder management skills
• Analytical mindset with the ability to interpret data and drive insights
• Multilingual capability relevant to key APAC markets would be an advantage.

Benefits

• 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.