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.