APAC Enterprise CSM: Growth, Renewals & Adoption

Wiley; Petaling Jaya; On-site; MYR 366,000 - 528,000; Full time

Job summary

Wiley seeks a Manager of Customer Success to own the success, retention, and growth of Enterprise customers across Asia. You will lead onboarding, adoption planning, reviews, and success plans to drive strong outcomes.

Track usage, engagement, satisfaction, risks, and renewal readiness. Collaborate with Sales for renewals and expansions, and work with Product, Support, and Marketing to enhance retention and adoption across the region.

Qualifications

• Proven experience in customer success, account management, relationship management, or post-sale support.

Responsibilities

• Own the success, retention, and growth of Wiley’s Enterprise customers across Asia.
• Lead onboarding, adoption planning, customer reviews, and success plans to ensure customers achieve strong outcomes.
• Track usage, engagement, satisfaction, risks, and renewal readiness across assigned accounts.
• Partner with Sales to support renewals, expansions, upsell opportunities, and long-term account growth.
• Build strong relationships with customer stakeholders, including administrators, librarians, faculty leaders, and institutional decision-makers.
• Proactively identify and resolve adoption barriers, service issues, and account risks.
• Work cross-functionally with Sales, Product, Support, and Marketing to improve customer experience and retention.
• Share customer insights to strengthen product adoption, customer outcomes, and regional strategy.

Skills

Customer success

Account management

Relationship management

Post-sale support

English communication

Job description

Wiley seeks a Manager of Customer Success to own the success, retention, and growth of Enterprise customers across Asia. You will lead onboarding, adoption planning, reviews, and success plans to drive strong outcomes.

Track usage, engagement, satisfaction, risks, and renewal readiness. Collaborate with Sales for renewals and expansions, and work with Product, Support, and Marketing to enhance retention and adoption across the region.