企业客户成功经理，亚洲
Enterprise Customer Success Manager, Asia
职位描述：
我们相信大胆的想法、多元的视角，以及将知识转化为影响的动力。在这里，你的求知欲推动进步，你的声音塑造创新，你的抱负帮助重新定义科学和学习中的可能性。我们是一个专注于影响、挑战和推动未来发展的文化，为我们的客户、同事和社会创造无限可能。
职位简介：
职位概述：客户成功经理负责
地点：菲律宾 / 印度尼西亚 / 马来西亚
关于这个职位：
负责Wiley企业客户的成功、留存和增长，覆盖整个亚洲地区。该职位将帮助客户实现其投资的价值，增强使用率和满意度，支持续约，并在该地区发现扩展机会。
你将带来的影响：
- 管理亚洲地区的客户组合，并作为售后的可信赖合作伙伴。
- 主导客户入职、采用计划、客户评审和成功计划，确保客户取得良好成果。
- 跟踪所负责账户的使用情况、参与度、满意度、风险和续约准备情况。
- 与销售团队合作，支持续约、扩展、升级销售机会和长期账户增长。
- 与客户的关键利益相关者建立牢固的关系，包括管理员、图书管理员、教师领导和机构决策者。
- 主动识别并解决采用障碍、服务问题和账户风险。
- 与销售、产品、支持和市场部门跨职能合作，提升客户体验和留存率。
- 分享客户洞察，以加强产品采用、客户成果和区域战略。
我们寻找的人选：
- 在客户留存和续约方面有出色表现。
- 在使用率、客户满意度和账户健康方面有增长。
- 能够识别并支持扩展机会。
- 在整个客户组合中持续执行成功计划和风险缓解措施。
所需技能和经验：
- 在客户成功、账户管理、关系管理或售后支持方面有实际经验。
- 能够管理多个国家和优先级的多个账户。
- 强大的利益相关者管理和沟通能力。
- 能够利用数据跟踪采用情况、账户健康状况和续约风险。
- 强大的解决问题能力和客户导向。
- 能够跨职能工作并影响内部团队。
- 强大的书面表达能力。
查看英文原文
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:
- 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, 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. 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. 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.
Originally posted on Himalayas