Enterprise Customer Success Manager, Asia
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.
How you will make an impact:
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Manage a portfolio of Enterprise customers across Asia and serve as a trusted post-sale partner.
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Lead onboarding, adoption planning, customer reviews, and success plans to ensure customers achieve strong outcomes.
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Track usage, engagement, satisfaction, risks, and renewal readiness across assigned accounts.
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Partner with Sales to support renewals, expansions, upsell opportunities, and long-term account growth.
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Build strong relationships with customer stakeholders, including administrators, librarians, faculty leaders, and institutional decision-makers.
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Proactively identify and resolve adoption barriers, service issues, and account risks.
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Work cross-functionally with Sales, Product, Support, and Marketing to improve customer experience and retention.
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Share customer insights to strengthen product adoption, customer outcomes, and regional strategy.
What we look for:
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Strong retention and renewal performance.
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Growth in usage, customer satisfaction, and account health.
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Identification and support of expansion opportunities.
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Consistent execution of success plans and risk mitigation across the portfolio.
Required skills and experience
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Proven experience in customer success, account management, relationship management, or post-sale support.
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Strong ability to manage multiple accounts across countries and priorities.
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Strong stakeholder management and communication skills.
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Ability to use data to track adoption, account health, and renewal risk.
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Strong problem-solving skills and customer focus.
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Ability to work cross-functionally and influence internal teams.
- Strong written and spoken English.
Optional / preferred skills
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Experience in education, EdTech, publishing, digital platforms, SaaS, or subscription-based services.
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Experience managing regional customers across Asia.
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Familiarity with onboarding, implementation, usage reporting, and renewal planning.
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Experience identifying upsell or expansion opportunities.
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Ability to speak an Asian language relevant to the hiring location.
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. W