Job Description
Job Title: Customer Success Manager, APAC
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Contract: Permanent, full time
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Location: Australia, Sydney
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BMJ Group is one of the world's leading healthcare knowledge providers with a vision for a healthier world. We influence health policy and practice, and our products and services are used by leading healthcare organisations, research institutes and companies around the world.
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We're looking for a proactive and confident Customer Success professional to work with some of our most valued customers, ensuring an excellent experience at all stages of their journey with BMJ Group.
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This critical role requires an excellent communicator and influencer with experience of the research landscape and a passion for customer service. The role also involves extensive travel, and engaging with senior leaders in some of the most influential research and healthcare institutions in the region.
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In return we can offer you a varied and interesting role with an innovative and competitive global company.
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Key Responsibilities
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Customer Relationship Management: Building strong relationships with and expanding your networks beyond the purchaser to other stakeholders.
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Leading Evaluations: Designing and implementing evaluations for major customers, setting clear success metrics and measurable outcomes.
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Increasing customer value:



Using customer and data insights to identify unmet needs and introducing new products in discussions with customers where appropriate. Conducting annual account reviews.
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Demonstrating impact: Working with customers to develop testimonials, case studies and other materials demonstrating the impact of BMJ's products and services.
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Onboarding and Engagement: Ensuring successful onboarding of new customers and leading strategies to encourage adoption of BMJ Group's products and services.
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Event Delivery: Executing customer training sessions, workshops and events. Attending industry conferences.
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Collaboration: Working with Product, Sales, Customer Support and Marketing colleagues to ensure overall customer success.
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Skills & Experience
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B2B customer success experience, preferably in STM and/or healthcare. Knowledge of the healthcare landscape, clinical decision support, journals/open access, trends, and competitors.
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Experience using data for storytelling, demonstrating impact and identifying unmet needs.
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Proven experience of working in a matrixed organisation, engaging with sales, marketing and product teams.
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Highly skilled and confident communicator. Able to network and build rapport with senior stakeholders. Polished presenter, comfortable in large groups and one-to-one settings.
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📌 Customer Success Manager, Apac (New South Wales)
🏢 BMJ
📍 New South Wales