Enterprise Customer Success Manager

• 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

• 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

• 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