Asia Enterprise CS Manager – Growth & Renewals

7730 JWSS Malaysia Branch.; Petaling Jaya; On-site; MYR 80,000 - 120,000; Full time

Job summary

Wiley is seeking a Manager, Customer Success to own post-sale success for Enterprise customers across Asia, driving adoption, retention, and growth. You will coordinate onboarding, reviews, and success plans to ensure customers realize value from their investment.

You will track usage and risk, partner with Sales on renewals and expansions, and build relationships with key institutional stakeholders across the region.

Qualifications

• Proven experience in customer success, account management, relationship management, or post-sale support.
• Strong ability to manage multiple accounts across countries and priorities.
• Strong stakeholder management and communication skills.
• Ability to use data to track adoption, account health, and renewal risk.
• Strong problem-solving skills and customer focus.
• Ability to work cross-functionally and influence internal teams.
• Strong written and spoken English.

Responsibilities

• Manage a portfolio of Enterprise customers across Asia and serve as a trusted post-sale partner.
• 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

Retention

Renewals

Account management

Stakeholder management

Cross-functional collaboration

English communication

Job description

Wiley is seeking a Manager, Customer Success to own post-sale success for Enterprise customers across Asia, driving adoption, retention, and growth. You will coordinate onboarding, reviews, and success plans to ensure customers realize value from their investment.

You will track usage and risk, partner with Sales on renewals and expansions, and build relationships with key institutional stakeholders across the region.