Asia Enterprise CS Manager — Growth, Renewals & Impact

Embedded Shishya; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Wiley is looking for a Manager, Customer Success to own the post-sale health of Enterprise customers across Asia. You will drive adoption, retention, and expansion, partnering with Sales and cross-functional teams to ensure customers achieve value from their investment.

You'll manage a portfolio across Asia, lead onboarding and success planning, monitor usage and renewal readiness, and build strong relationships with institutional decision-makers. English fluency is essential.

Qualifications

• Proven experience in customer success, account 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

Customer Success

Account Management

Stakeholder Management

Data-Driven

Cross-Functional Collaboration

English Proficiency

Job description

Wiley is looking for a Manager, Customer Success to own the post-sale health of Enterprise customers across Asia. You will drive adoption, retention, and expansion, partnering with Sales and cross-functional teams to ensure customers achieve value from their investment.

You'll manage a portfolio across Asia, lead onboarding and success planning, monitor usage and renewal readiness, and build strong relationships with institutional decision-makers. English fluency is essential.