Customer Success Manager

Wiley is a company that transforms knowledge into impact, and they are seeking a Customer Success Manager to enhance customer satisfaction and drive business growth. The role involves optimizing customer relationships, executing success programs, and collaborating with cross-functional teams to improve the customer experience.

Responsibilities:

• Provide specialized expertise in customer success management and customer relationship optimization
• Execute customer success programs, onboarding initiatives, and customer engagement activities
• Support customer health monitoring, success metrics tracking, and customer journey optimization
• Develop and maintain customer success processes, documentation, and best practices
• Coordinate customer success communications, outreach programs, and relationship-building activities
• Assist with customer feedback collection, analysis, and insights development
• Support customer training programs, educational initiatives, and success enablement activities
• Execute customer success reporting, performance analysis, and customer health assessments
• Coordinate with sales teams and account management for customer success alignment and support
• Provide customer success consultation and support to customers and internal stakeholders
• Support customer success technology platforms, CRM management, and system optimization
• Assist with customer success process improvements, quality assurance, and operational excellence
• Coordinate with cross-functional teams to optimize customer experience and success outcomes
• Provide operational support and consultation to customer success management and leadership
• Other specialized customer success and customer relationship management responsibilities as assigned

Requirements:

• Bachelor's degree in business, Communications, Marketing, or related field
• 2-3 years of customer success, account management, or customer relationship management experience
• Strong customer relationship management and communication capabilities
• Excellent interpersonal and customer-focused problem-solving skills
• Experience with customer success platforms, CRM systems, and customer engagement tools
• Knowledge of customer success methodologies, customer journey mapping, and success metrics
• Strong attention to detail and ability to manage multiple customer relationships and programs
• Collaborative approach and ability to work effectively with customers and internal teams
• Service-oriented mindset with focus on customer satisfaction and success outcomes
• Understanding of customer lifecycle management, retention strategies, and growth optimization
• Continuous improvement approach and adaptability in evolving customer success environments
• Results-driven with focus on customer satisfaction, retention, and success metrics