Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Philippines, +2 more countries.

📋 Description

• Take ownership of the success, retention, and growth of Wiley’s Enterprise clientele across Asia.

• Assist customers in realizing the value of their investments.

• Enhance customer usage and overall satisfaction.

• Facilitate renewals and pinpoint expansion opportunities throughout the region.

• Oversee a portfolio of Enterprise customers in Asia as a reliable post-sale partner.

• Spearhead onboarding, adoption strategies, customer evaluations, and success planning.

• Monitor usage, engagement levels, satisfaction, risks, and preparedness for renewal among assigned accounts.

• Collaborate with the Sales team on renewals, expansions, upsell opportunities, and long-term account development.

• Cultivate relationships with administrators, librarians, faculty leaders, and institutional decision-makers.

• Identify and address barriers to adoption, service challenges, and account risks.

• Work collaboratively across functions with Sales, Product, Support, and Marketing teams.

• Convey customer insights to enhance product adoption, improve customer outcomes, and inform regional strategies.

• Achieve strong retention and renewal metrics.

• Propel growth in usage, customer satisfaction, and account health.

• Consistently implement success plans and risk mitigation strategies across the portfolio.

⛳️ Requirements

• Demonstrated experience in customer success, account management, relationship management, or post-sale support.

• Strong capability to manage multiple accounts spanning various countries and priorities.

• Excellent stakeholder management and communication abilities.

• Proficiency in utilizing data to monitor adoption, account health, and renewal risks.

• Strong problem-solving skills with a customer-centric focus.

• Ability to collaborate across functions and influence internal teams effectively.

• Proficient in written and spoken English.

• Experience in education, EdTech, publishing, digital platforms, SaaS, or subscription-based services (optional/preferred).

• Background in managing regional customers across Asia (optional/preferred).

• Familiarity with onboarding, implementation, usage reporting, and renewal strategy (optional/preferred).

• Experience in identifying upsell or expansion prospects (optional/preferred).

• Capability to speak an Asian language relevant to the hiring location (optional/preferred).

• Resume/CV submission is required with application.

🏝️ Benefits

• Meeting-free Friday afternoons.

• Opportunities for professional development.

• Employee programs that promote community, learning, and growth.

• Comprehensive benefits package.

• Competitive salary.

• Reasonable accommodations for applicants and employees with disabilities.