Customer Success Manager

Wiley is a company that believes in bold ideas and diverse perspectives, seeking a Customer Success Manager to support the implementation and retention of their digital solutions. The role involves assisting faculty with course setup and usage monitoring to ensure successful integration of Wiley’s offerings.

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

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
• 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