Customer Success Manager
About the role
Customer Success Specialists are responsible for supporting the implementation, usage, retention, and expansion of Wiley’s digital solutions. They work closely with a Digital Learning Executive (DLE) or Account Manager (AM) to deliver services ensuring 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.
- Aid in course setup, training delivery, and fulfillment activities.
- 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.
Requirements
- 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
Qualifications
- General awareness of digital learning products and services
- Basic financial and data analysis skills
- Strong written and verbal communication skills
- Familiarity with CRM platforms (preferably Salesforce)
- Time management and organizational skills
- Adaptability in a fast-paced environment
- Courtesy and professionalism in customer interactions
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
Benefits
We are 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 tasupport@wiley.com for assistance.
Pay
The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting. Roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. 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.
Schedule
When applying, please attach your resume/CV to be considered.
Salary Range
43,800 USD to 63,267 USD