Job Overview
Location
Remote, PHL
Job Type
Full-time
Category
Customer Success
Date Posted
March 27, 2026
Full Job Description
đź“‹ Description
- • Enterprise Customer Success Specialist, Philippines will support the successful onboarding, adoption, and ongoing engagement of Wiley’s Enterprise customers in the Philippines, ensuring customers use Wiley solutions effectively, receive timely support, and achieve strong outcomes that support retention and renewal.
- • This role is critical to driving customer satisfaction, product adoption, and long-term retention by acting as a trusted advisor and operational partner for enterprise clients in the Philippine market.
- • Day-to-day responsibilities include supporting onboarding, training, implementation, and follow-up for Enterprise customers in the Philippines; monitoring usage and engagement data to flag accounts needing support or intervention; maintaining regular contact with customers to drive adoption, satisfaction, and issue resolution; preparing customer updates, usage reports, success materials, and internal account notes; partnering with the Customer Success Manager and Sales team on renewals, account plans, and growth opportunities; coordinating with internal teams to resolve customer issues quickly and professionally; helping deliver webinars, training sessions, and customer communications that improve usage and customer value; and ensuring customer records, actions, and follow-ups are tracked accurately.
- • The Customer Success team at Wiley operates within a global organization dedicated to transforming knowledge into impact, where curiosity fuels progress and ambition helps redefine what’s possible in science, education, and publishing; the team is committed to empowering customers through proactive support, data-driven insights, and collaborative problem-solving to ensure measurable outcomes and sustained value from Wiley’s digital learning solutions.
- • In this role, you will develop deep expertise in enterprise customer lifecycle management, gain hands-on experience with SaaS and EdTech platforms in the Philippine higher education market, strengthen your data analysis and reporting skills through usage monitoring and success tracking, and build cross-functional collaboration abilities by working closely with Sales, Product, and Support teams to drive retention and expansion opportunities.
🎯 Requirements
- • 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.
🏖️ Benefits
- • Wiley offers meeting-free Friday afternoons allowing more time for heads down work and professional development.
- • Wiley provides a robust body of employee programming that facilitates a wide range of opportunities to foster community, learn, and grow.
- • Wiley is committed to fair, transparent pay and strives to provide competitive compensation in addition to a comprehensive benefits package.
Skills & Technologies
Remote
About John Wiley & Sons, Inc.
Global research and education company founded in 1807, providing academic, professional and educational content, services and platforms. Publishes peer-reviewed journals, books and digital resources across science, technology, medicine, business and the humanities. Delivers learning solutions, corporate training and assessment tools to universities, libraries, corporations and students worldwide.
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