Enterprise Customer Success Manager, Asia

7741 WILEY APAC SERVICES LLP; Petaling Jaya; Remote; MYR 245,000 - 409,000; Full time

Job summary

Wiley APAC Services LLP is seeking a dynamic Customer Success Manager to own post-sale value for Enterprise customers across Asia. You will drive retention, adoption, and renewal readiness, coordinating with Sales and cross-functional teams to ensure measurable outcomes.

In this role you will lead onboarding, monitor usage and health metrics, identify upsell opportunities, and build strong relationships with institutional stakeholders to deliver consistent customer success 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

• Own the success, retention, and growth of Wiley's Enterprise customers across Asia.
• 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

Customer success

Account management

Stakeholder management

Data-driven decisions

English communication

Education

Bachelor's degree in a relevant field

Job description

Job Description

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what's possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what's next to power infinite possibilities for our customers, colleagues and society at large.

About the Role

Position Overview: The Manager, Customer Success role is responsible

Location: Philippines / Indonesia / Malaysia

About this role

• Own the success, retention, and growth of Wiley's Enterprise customers across Asia. This role will help customers achieve value from their investment, strengthen usage and satisfaction, support renewals, and identify expansion opportunities across the region.
• 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.

What we look for

• Strong retention and renewal performance.
• Growth in usage, customer satisfaction, and account health.
• Identification and support of expansion opportunities.
• Consistent execution of success plans and risk mitigation across the portfolio.

Required skills and experience

• 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.

Optional / preferred skills

• Experience in education, EdTech, publishing, digital platforms, SaaS, or subscription-based services.
• Experience managing regional customers across Asia.
• Familiarity with onboarding, implementation, usage reporting, and renewal planning.
• Experience identifying upsell or expansion opportunities.
• Ability to speak an Asian language relevant to the hiring location.

Additional Information

We power infinite possibilities.

For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing‑creating impact that reaches everywhere.

We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.

Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact [e-mail] for assistance.

We are proud that our workplace promotes continual learning and internal mobility. We offer meeting‑free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for United Kingdom, Canada and USA based