Customer Success Manager

Wiley • Remote, MI, USA, MI

27d • $43,800 - $63,267

About The Position

Customer Success Specialists support the implementation, usage, retention, and expansion of Wiley’s digital solutions. Working closely with a Digital Learning Executive (DLE) or Account Manager (AM), they help deliver services for successful course setup, training, and usage monitoring. The role focuses on reconfirming existing business with faculty and supporting platform retention through structured processes and established sales models.

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 skills.
• Ability to follow structured sales and support processes.
• Time management and organizational skills.
• Adaptability in a fast-paced environment.
• Courtesy and professionalism in customer interactions.

Nice To Haves

• Familiarity with CRM platforms, preferably Salesforce.

Responsibilities

• Support faculty in implementing and integrating Wiley’s digital solutions into their courses.
• Assist with course setup, training delivery, and fulfillment activities.
• Monitor course usage and trends to identify opportunities for retention and expansion.
• Collaborate with a Digital Learning Executive or Account Manager 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 updates.
• Review vendor reports and follow up with bookstores or instructors to confirm Inclusive Access adoption details.
• Promote new features and functionality to enhance customer experience.
• Communicate clearly with customers to ensure they understand product and service value.

Benefits

• Meeting-free Friday afternoons to allow more time for focused work and professional development.
• Employee programs supporting community, learning, and growth.
• Comprehensive benefits package.
• Competitive compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level