Enterprise Customer Success Manager

🔥 0 minutes ago

🌐 Philippines, Indonesia, +1 more countries – Remote

🇵🇭 Philippines – Remote 🇮🇩 Indonesia – Remote 🇲🇾 Malaysia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Wiley

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

📚 Education

🔬 Science

Education • Science

Wiley is a global publishing and information services company that connects researchers, educators, students, and professionals through scholarly journals, books, digital content, and learning platforms. It operates Wiley Online Library with thousands of journals, reference works, and books, provides textbooks and courseware (including rental and digital access), and offers publishing, research support, and AI-enabled tools and services for academic institutions, R&D teams, societies, and corporations. Wiley advances research discovery and professional learning by combining trusted content with technology platforms, licensing, and development services.

📋 Description

• Own the success, retention, and growth of Wiley’s Enterprise customers across Asia • Help customers achieve value from their investment • Strengthen customer usage and satisfaction • Support renewals and identify expansion opportunities across the region • Manage a portfolio of Enterprise customers across Asia as a trusted post-sale partner • Lead onboarding, adoption planning, customer reviews, and success plans • Track usage, engagement, satisfaction, risks, and renewal readiness across assigned accounts • Partner with Sales on renewals, expansions, upsell opportunities, and long-term account growth • Build relationships with administrators, librarians, faculty leaders, and institutional decision-makers • Identify and resolve adoption barriers, service issues, and account risks • Work cross-functionally with Sales, Product, Support, and Marketing • Share customer insights to improve product adoption, customer outcomes, and regional strategy • Deliver strong retention and renewal performance • Drive growth in usage, customer satisfaction, and account health • Execute success plans and risk mitigation consistently across the portfolio

🎯 Requirements

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

🏖️ Benefits

• Meeting-free Friday afternoons • Professional development opportunities • Employee programs supporting community, learning, and growth • Comprehensive benefits package • Competitive compensation • Reasonable accommodation for applicants and employees with disabilities