Customer Success Manager

Job Description Summary Customer Success Specialists are responsible for supporting the implementation, usage, retention, and expansion of Wiley’s digital solutions. Working closely with a Digital Learning Executive (DLE) or Account Manager (AM), they assist in delivering services that ensure successful course setup, training, and usage monitoring. This role focuses on reconfirming existing business with faculty and supporting platform retention through structured processes and established sales models. Responsibilities Support faculty in implementing and integrating Wiley’s digital solutions into their courses. Assist in course setup, training delivery, and fulfillment activities. Monitor course usage and trends to identify opportunities for retention and expansion. Collaborate with DLE/AM to review account status and support retention strategies. Participate in pilot programs by providing follow-up, platform support, and survey coordination. Conduct re‑training sessions with key customers to ensure effective platform use. Provide basic integration support for LMS/LTI implementations. Maintain accurate account and adoption data in Salesforce (SFDC), including Inclusive Access (IA) updates. Review vendor reports and follow up with bookstores or instructors to confirm IA adoption details. Promote new features and functionality to enhance customer experience. Communicate clearly with customers to ensure understanding of product/service value. Skills General awareness of digital learning products and services. Basic financial and data analysis skills. Strong written and verbal communication. Ability to follow structured sales and support processes. Familiarity with CRM platforms (preferably Salesforce). Time management and organizational skills. Adaptability in a fast‑paced environment. Courtesy and professionalism in customer interactions. Qualifications Undergraduate degree. 1–3 years of relevant experience in customer service, sales support, or technical product support. Ability to present effectively in group and one‑on‑one settings. Experience supporting digital platforms and training users. Self‑starter with strong listening and execution skills. Basic understanding of customer success and retention strategies. EEO Statement 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 View email address on click.appcast.io for assistance. Salary Range 43,800 USD to 63,267 USD #J-18808-Ljbffr