Enterprise Customer Success Specialist, Philippines

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:

About this role
Enterprise Customer Success Specialist, Philippines will support the successful onboarding, adoption, and ongoing engagement of Wiley’s Enterprise customers in the Philippines. This role will help ensure customers use Wiley solutions effectively, receive timely support, and achieve strong outcomes that support retention and renewal.

How you will make an impact:

• Support onboarding, training, implementation, and follow-up for Enterprise customers in the Philippines.

• Monitor usage and engagement data and flag accounts that need support or intervention.

• Maintain regular contact with customers to drive adoption, satisfaction, and issue resolution.

• Prepare customer updates, usage reports, success materials, and internal account notes.

• Partner with the Customer Success Manager and Sales team on renewals, account plans, and growth opportunities.

• Coordinate with internal teams to resolve customer issues quickly and professionally.

• Help deliver webinars, training sessions, and customer communications that improve usage and customer value.

• Ensure customer records, actions, and follow-ups are tracked accurately.

What we look for:

• Smooth customer onboarding and responsive support.

• Improved usage and engagement across assigned customers.

• Strong customer relationships and timely follow-up.

• Good support for renewal preparation and account growth.

Required skills and experience

• Experience in customer support, customer success, client services, sales support, or account coordination.

• Strong organization and follow-through.

• Strong written and verbal communication skills.

• Ability to work with data, reports, and customer records accurately.

• Strong customer service mindset and attention to detail.

• Ability to manage multiple tasks and deadlines effectively.

• Strong written and spoken English.

Optional / preferred skills

• Experience in education, publishing, digital learning, EdTech, or SaaS.

• Experience supporting onboarding, training, or customer adoption programs.

• Familiarity with CRM systems, usage dashboards, or customer reporting tools.

• Ability to support webinars, training sessions, or customer presentations.

• Knowledge of the Philippines higher education market.

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 [email protected] for assistance.
We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. 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.

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