Customer Success Manager

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:

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.

Job Description 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

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. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the United Kingdom, Canada or USA. 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.
When applying, please attach your resume/CV to be considered.

Salary Range: