Senior Coordinator, Client Success

Wiley Global Technology•St Louis, MN

About The Position

The Senior Coordinator, Client Success drives team effectiveness by bringing expert-level execution and autonomy to the Client Success Representative role while taking on additional operational and strategic account management responsibilities for Large and Enterprise-level customers. The role proactively monitors account health, identifies growth opportunities in collaboration with Sales, leads quarterly business reviews, and serves as a trusted advisor with defined goals for retention and expansion. It requires deep product expertise, strong relationship management skills, and business acumen to provide high-touch support. The Senior Coordinator provides backup support for phone and email inquiries, including replies, invoices, and account creation, particularly during team members’ PTO or high-volume periods. The role also serves as a subject matter expert, shares knowledge with colleagues, and mentors team members. Wiley describes itself as a global science, education, and publishing company and highlights continual learning, internal mobility, and meeting-free Friday afternoons for focused work and professional development.

Requirements

At least 2 years of experience in client success, account management, or related roles.
Ability to work independently while remaining aligned with team goals.
Sound problem-solving and decision-making skills, including judgment to anticipate complex client needs.
Ability to manage competing priorities, particularly during high-volume periods.
Strong communication and relationship-building skills, with confidence acting as a trusted advisor.
Comfort using data, such as account health dashboards, to identify trends and act early.
Proactive, goal-oriented approach to client retention and growth.
Willingness to share knowledge and support junior team members’ development.

Nice To Haves

Bachelor’s degree or equivalent work experience.
At least 3 years of experience managing Large or Enterprise B2B accounts.
Experience leading quarterly business reviews and turning client feedback into action plans.
Experience partnering with Sales or Account Management on upsell and renewal opportunities.
Proficiency with Salesforce CRM.
Familiarity with assessment, learning and development, or SaaS products.
Prior experience mentoring or training teammates.

Responsibilities

Serve as the primary contact for Large and Enterprise accounts, supporting client value, satisfaction, retention, and growth.
Provide proactive support to Large and Enterprise clients, anticipating and addressing complex needs.
Deliver personalized demonstrations of new features and products.
Onboard new clients, including account setup and tailored, hands-on guidance to support activation and faster product use.
Conduct monthly client check-ins and lead quarterly business reviews.
Gather client feedback during reviews and inform product and service improvements.
Create action plans from client reviews to sustain engagement and support account expansion.
Identify upsell opportunities by understanding client needs and usage patterns.
Collaborate with Account Managers to support revenue growth while maintaining client trust.
Monitor account health dashboards and usage trends to identify risks and inform proactive outreach.
Perform Client Success Representative responsibilities with increased efficiency and autonomy.
Coordinate with the manager to ensure support needs are met with minimal direction.
Provide backup frontline coverage for phone and email inquiries, including replies, invoices, and account creation.
Mentor teammates by providing guidance, modeling best practices, and sharing knowledge.