Account Manager – Renewals and Customer Success
Are you passionate about building relationships and ensuring customer success?
Do you have a proven track record of driving renewal and new sales?
About Our Team
Join the vibrant and accomplished Elsevier Health eSales team, comprising of 10 dedicated professionals located across NSW, QLD, VIC, and NZ. Together, we collaborate with healthcare providers and higher education institutes to enhance patient care and academic excellence. With two consecutive years of record-breaking achievement, you will be part of a highly experienced, talented, and successful sales team. We celebrate success and embrace challenges as opportunities for growth. Elsevier is committed to creating and maintaining a flexible working environment to ensure a healthy work-life balance.
About The Role
Following a recent internal move, we have an exciting opportunity to join our Elsevier Health eSales team as an Account Manager – Renewals and Customer Success. In this role you will be responsible for driving customer retention, engagement, and subscription renewal revenue across Elsevier’s institutional business in Australia and New Zealand in our Clinical and Education customer base. You will implement customer success and engagement strategies to ensure high product adoption, usage growth, and renewal success rates within your assigned customer accounts, primarily in the tertiary education and healthcare sectors.
You will develop and maintain strong relationships with key stakeholders, provide education and training to drive product usage, and identify cross/up-selling opportunities and build end user champions. Your consultative approach and strategic account management will position Elsevier as the leading provider of digital solutions, ensuring customer delight and business growth.
Reporting into the Sales Manager – Renewals and Customer Success Australia and New Zealand, this is a permanent, full-time role requiring occasional domestic and international travel. The ideal candidate will be based in Sydney (preferred) with combined home/office-based arrangements to ensure a flexible and healthy work-life balance.
If you have demonstrated renewals customer success healthcare, technology or academia, this role could be perfect for you!

Responsibilities

• Renewal Sales & Revenue Growth: Secure subscription renewals and identify cross/up-sell opportunities within assigned accounts to achieve and exceed sales targets.
• Customer Engagement: Develop and execute engagement strategies, including education, training, and support initiatives to drive product adoption, usage, and retention.
• Relationship Management: Build and maintain strong professional networks with key decision-makers and stakeholders at all levels within customer organisations.
• Usage Analytics: Provide in-depth product usage analytics and insights to customers and internal teams to inform engagement and renewal strategies.
• Strategic Account Planning: Manage a strategic and direct sales process, including territory planning and pipeline management, utilising sales methodology tools
• Reporting & Compliance: Ensure Salesforce and CRM data compliance in line with business requirements.
• Market Feedback: Gather and communicate market intelligence and customer feedback to support business development and product improvement initiatives.
• Collaboration: Work closely with internal teams to deliver on customer needs and support key business objectives.

Requirements

• Proven track record in achieving and exceeding sales and renewal targets in a B2B environment.
• Demonstrated experience in customer engagement, education, and retention strategies.
• Strong consultative, value-based, and solution-selling skills in complex sales cycles.
• Excellent relationship-building, networking, and stakeholder management abilities.
• Strong business acumen, analytical skills, and proficiency in usage analytics.
• Excellent communication, presentation, and training delivery skills.
• Experience in the health, academic, or related sectors preferred.
• Proficient in Microsoft Office and CRM systems (Salesforce preferred).
• University degree in Science, Healthcare, Technology, or related field preferred.
• Self-starter with initiative, enthusiasm, and a customer-focused mindset.
• Collaborative team player with high integrity and a focus on the big picture.
• Experience working in an international matrix organization is advantageous.
• Fluent in English (verbal and written).

Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous Wellbeing initiatives, Paid Parental leaves, Volunteering leaves, we will help you meet your immediate responsibilities and your long-term goals.
Working for you

We 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:

• Flexible working arrangements
• Access to learning and development resources

About the Business
Elsevier is a 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.
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• Renewal Sales & Revenue Growth: Secure subscription renewals and identify cross/up-sell opportunities within assigned accounts to achieve and exceed sales targets.
• Customer Engagement: Develop and execute engagement strategies, including education, training, and support initiatives to drive product adoption, usage, and retention.
• Relationship Management: Build and maintain strong professional networks with key decision-makers and stakeholders at all levels within customer organisations.
• Usage Analytics: Provide in-depth product usage analytics and insights to customers and internal teams to inform engagement and renewal strategies.
• Strategic Account Planning: Manage a strategic and direct sales process, including territory planning and pipeline management, utilising sales methodology tools
• Reporting & Compliance: Ensure Salesforce and CRM data compliance in line with business requirements.
• Market Feedback: Gather and communicate market intelligence and customer feedback to support business development and product improvement initiatives.
• Collaboration: Work closely with internal teams to deliver on customer needs and support key business objectives