Enterprise Customer Success Manager (EdTech)

TL;DR

Enterprise Customer Success Manager (EdTech): Managing the success, retention, and growth of enterprise accounts across Asia with an accent on driving product adoption, strengthening customer satisfaction, and supporting renewals. Focus on building strategic relationships with institutional stakeholders and collaborating cross-functionally to ensure long-term account health and expansion.

Location: Must be based in the Philippines, Indonesia, or Malaysia

Company

A global leader in research and education, driving innovation in science, learning, and publishing for over 200 years.

What you will do

• Manage a portfolio of enterprise customers across Asia as a primary post-sale partner.
• Lead onboarding, adoption planning, and success reviews to ensure customers achieve measurable outcomes.
• Monitor usage, engagement, and renewal readiness to proactively mitigate account risks.
• Partner with Sales to identify and support upsell and expansion opportunities.
• Build and maintain strong relationships with key stakeholders, including librarians, faculty, and administrators.
• Collaborate with internal teams like Product and Marketing to improve regional strategy and customer experience.

Requirements

• Must be based in the Philippines, Indonesia, or Malaysia.
• Proven experience in customer success, account management, or relationship management.
• Strong ability to manage multiple accounts across different countries and priorities.
• Proficiency in using data to track account health and renewal risks.
• Strong written and spoken English proficiency.
• Ability to work cross-functionally and influence internal stakeholders.

Nice to have

• Experience in EdTech, publishing, or subscription-based SaaS services.
• Experience managing regional customers across the Asian market.
• Ability to speak an Asian language relevant to the hiring location.

Culture & Benefits

• Commitment to continuous learning and internal mobility.
• Meeting-free Friday afternoons to support deep work and professional development.
• Comprehensive benefits package and competitive compensation.
• Inclusive culture that values diverse perspectives and bold ideas.