Customer Success Manager

Wiley is a company that transforms knowledge into impact, and they are seeking a Customer Success Manager to enhance the post-sales customer experience. This role focuses on driving customer adoption and satisfaction while partnering with sales to achieve revenue growth.

Responsibilities:

• Establish strong relationships with assigned customers, serving as their dedicated point of contact for all post adoption requests and challenges
• Partner with cross functional teams to ensure the customer receives maximum value from their investment
• Consult with clients to define goals and the key metrics/KPIs used to evaluate their progress towards achieving those goals
• Collaboratively work with sales partners to achieve revenue targets via strong customer satisfaction scores and retention rates
• Monitor customer health metrics to conduct qualitative and quantitative analysis aligned to their goals to ensure they are on track to achieve value while solving for those that are off track
• Identify CSQL’s during customer check-ins to support revenue growth and upsell opportunities
• Leverage technology and data to increase efficiencies and make processes scalable

Requirements:

• 3+ years' experience as a Customer Success or Sales Account Manager. Preferably in research, publishing and/or higher education
• Excellent written, verbal and presentation skills with attention to detail
• Located in Central or Eastern Time zone
• Strong organizational skills with project management experience, particularly in managing customer lifecycles
• Capability to build trust, rapport, and strong client relationships. Passionate about being a customer advocate
• Strong analytical skills with problem-solving and can-do attitude
• Team player with the capacity to multi-task with minimal supervision to meet deadlines
• CRM experience (Salesforce.com) + CSM platform experience (Gainsight)
• Ability to travel – up to 25%