Regional Customer Success Manager - APAC
Reports to: Senior Director, Customer Success
Our Company
Elsevier 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.
Role Purpose
The 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.
Key Responsibilities
Team Leadership & Development
· 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
Regional Strategy Execution
· 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
Customer Outcomes & Relationship Management
· 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
Operational Excellence
· 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
Cross-Functional Collaboration
· 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
Skills & Experience
· Proven experience managing and developing Customer Success or Account Management teams in a B2B or SaaS environment
· Strong understanding of the customer lifecycle, success planning and value realisation
· Demonstrated ability to operate effectively within a matrixed, cross-functional organisation
· 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
