Asia Enterprise Customer Success Manager Growth & Retention

Wiley; Malaysia; Sur place; MYR 120 000 - 180 000; Plein temps

Résumé du poste

Wiley is seeking a Manager, Customer Success to own the success of Enterprise customers across Asia. You will drive value realization, strengthen usage and satisfaction, and support renewals and expansion opportunities in the region.

You will lead onboarding, adoption planning, and regular reviews, working cross-functionally with Sales, Product, Support and Marketing to deliver strong customer outcomes and long-term growth across Asia.

Qualifications

• Proven experience in customer success, account management, or post-sale support.
• Strong ability to manage multiple accounts across regions and priorities.
• Excellent stakeholder management and communication skills.

Responsabilités

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

Connaissances

Customer success

Account management

Relationship management

Cross-functional collaboration

English proficiency

Description du poste

Wiley is seeking a Manager, Customer Success to own the success of Enterprise customers across Asia. You will drive value realization, strengthen usage and satisfaction, and support renewals and expansion opportunities in the region.

You will lead onboarding, adoption planning, and regular reviews, working cross-functionally with Sales, Product, Support and Marketing to deliver strong customer outcomes and long-term growth across Asia.