Enterprise Customer Success Manager, Asia
Share
Job Location:
Petaling Jaya - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 whats possible within science and learning. We are a culture that obsesses over impact challenges and drives whats 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 Wileys 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.
How you will make an impact:
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.
We power infinite possibilities.
For more than 200 years weve transformed knowledge into discoveries that shape the world. Today our global team of innovators creators and experts is driving whats next in science education and publishingcreating impact that reaches everywhere.
Were not just observers of progress. Were 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 individuals 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 for assistance.
We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates needle movers and learning champions all while striving to support the health and well-being of all employees. 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 roles.
When applying please attach your resume/CV to be considered.
Job Posting Title:
Enterprise Customer Success Manager AsiaLocation:
Petaling Jaya MYSRequired Experience:
Manager
