Customer Success Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Manager driving adoption, retention, and expansion of Wiley’s digital learning solutions. Supporting faculty implementations, training, LMS integrations, pilots, and account intelligence across customer territories.
Responsibilities:
- Maximize digital implementation, usage, retention, and expansion of Wiley’s digital solutions
- Develop successful course implementation solutions, training, course fulfillment/setup, and monitor course usage and trends
- Reconfirm existing business with faculty and increase platform retention
- Assist faculty in implementing and integrating Wiley’s digital solutions
- Consult with instructors on implementation and curriculum design and execute training plans
- Collaborate with field sales and account managers on opportunities, retention strategies, and expansion opportunities
- Identify priority customers and reduce digital churn while ensuring a superior customer experience
- Drive and support pilots through follow-up, surveys, platform assistance, and conversion to adoption
- Follow up proactively with customers and promote new features and functionality
- Conduct retraining with key customers to develop power users
- Provide integration support for LMS/LTI implementations
- Maintain account and adoption intelligence in SFDC and update Inclusive Access opportunities
- Maintain bookstore communications and relationships to obtain adoption, process, and work-order details
- Analyze digital usage data and activation reports for priority adoptions
- Review vendor reports, confirm courseware adoption information, update SFDC opportunities, and follow up with non-responders
Requirements:
- Undergraduate degree
- 2–4 years of relevant work experience in a similar function
- Previous customer service, sales support, and/or tech product support exposure
- Ability to lead effective presentations to internal and external customers in large groups and one-on-one settings
- Strong written and verbal communication skills
- Strong relationship-building skills
- Excellent organization and time-management skills
- Ability to learn and apply technical expertise with new and existing platforms
- Strong skills in training and implementing digital solutions
- Self-starter able to maximize time and generate high ROI by leveraging listening skills to understand and execute digital solutions
- Adaptable and able to navigate complex sales processes with multiple decision makers
- Preferred: previous customer success or inside sales experience
- Preferred: CRM platform user experience, preferably Salesforce
- Resume/CV required when applying
Benefits:
- Meeting-free Friday afternoons
- Professional development opportunities
- Robust employee programming supporting community, learning, and growth
- Continuous learning and internal mobility
- Support for health and well-being of employees
- Competitive compensation
- Comprehensive benefits package
- Reasonable accommodation for applicants and employees with disabilities
Similar Jobs
Customer Success Manager
Customer Success Manager leading enterprise deployments, onboarding, adoption, and renewals for Genspark’s AI execution platform. Building scalable customer success processes across US clients.
Mid-level CRM Analyst – Inbound & Growth
Analista de CRM conduzindo leads até lojas criadas e assinaturas pagas na plataforma brasileira Loja Integrada. Executando automações, segmentação e experimentos para ampliar conversão, receita e crescimento líquido.
Director, IT Commercial Systems and CRM Operations – Global Commercial Technology
Director leading CRM operations and commercial technology for BeOne, a global oncology company developing affordable cancer treatments. Guiding next-generation CRM migration, governance, platform stability, and commercial technology transformation.
Senior Customer Success Manager
Senior Customer Success Manager leading strategic BillReview IQ client accounts for Sedgwick, a global risk and claims administration partner. Driving renewals, bill-review optimization, reporting, retention, and expansion across complex client relationships.
Senior Customer Success Manager
Senior Customer Success Manager guiding French customers’ DevSecOps adoption at GitLab, an intelligent DevSecOps orchestration platform. Driving retention, expansion, satisfaction, and business outcomes through cross-functional customer partnerships.
Senior Customer Success Manager
Senior Customer Success Manager retaining and expanding clients using Open Point’s civic engagement software. Managing strategic accounts across government, transport, utilities, and energy sectors.
Director, Inside Partner Success
Inside Partner Success Director leading inbound client support for fintech lease-guarantee provider TheGuarantors. Managing KPIs, training, CRM operations, and partner growth initiatives.
Bilingual Customer Success Manager – FR, ENG
Go Echoes Customer Success Manager managing 60 French SaaS accounts remotely from Mauritius. Driving adoption, retention, expansion, WhatsApp campaign performance, onboarding, and customer growth.
Practice Success Manager
Practice Success Manager helping Finni Health scale ABA and mental health practices. Managing provider launches, customer support, CX operations, SLAs, KPIs, and process improvements.
Customer Success Manager, French Speaking
Customer Success Manager expanding French enterprise accounts for CoachHub’s digital coaching platform. Driving onboarding, adoption, ROI, renewals, and growth across Southern EMEA.
Customer Success Manager, German Speaking
Customer Success Manager guiding German-speaking customers through compliance SaaS adoption. Driving onboarding, retention, renewals, and expansion across compliance and security workflows.
Customer Success Manager – Veterinary Practices
Customer Success Manager/in für Rex’ digitale Tierarztpraxen. Betreuung von Tierhalter:innen per Telefon, Email und Chat bis zur Terminbuchung sowie Mitgestaltung des Customer Contact Centers.
Customer Success Specialist
Customer Success Specialist enhancing client relations and onboarding for a Berlin-based SaaS startup. Supporting the development of a robust customer success organization.
Head of CRM, Retention Lead – D2C
Head of CRM strategically developing retention for an established D2C brand. Focusing on sustainable growth with a cross-functional team in a fully remote role.
Customer Success Manager – FinTech, Financial Accounting (FiBu), DATEV experience
Customer Success Manager at BuchhaltungsButler, specializing in client needs for E-Commerce and SaaS finance solutions. Role includes leading demo calls, support ticket management, and content creation.
Customer Success Manager, OEM, EMEA
Customer Success Manager responsible for managing EMEA OEM accounts and enhancing customer engagement strategies. Opportunity to build and shape the customer success framework in a global context.
Customer Success Analyst, Customer Service
Customer Success Analyst managing client relationships at NSO Marketing. Ensuring excellent experience and contributing to client satisfaction and retention.
Customer Success – Marketing
Customer Success role managing international client relationships for a marketing agency. Ensure clear communication and client satisfaction while supporting project onboarding and execution.
Customer Success Manager
Customer Success Manager at Flai, driving customer onboarding and account retention. Managing relationships in the AI auto dealership industry with a fast-paced team.