Customer Success Manager - Formation, stage

Wiley · Michigan, MI, United States

FULL TIME

Job Description

Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large. Customer Success Specialists are responsible for supporting the implementation, usage, retention, and expansion of Wiley’s digital solutions. Working closely with a Digital Learning Executive (DLE) or Account Manager (AM), they assist in delivering services that ensure successful course setup, training, and usage monitoring. This role focuses on reconfirming existing business with faculty and supporting platform retention through structured processes and established sales models.

Support faculty in implementing and integrating Wiley’s digital solutions into their courses.

Assist in course setup, training delivery, and fulfillment activities.

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.

General awareness of digital learning products and services

Basic financial and data analysis skills

Ability to follow structured sales and support processes

Familiarity with CRM platforms (preferably Salesforce)

Time management and organizational skills

Courtesy and professionalism in customer interactions

Undergraduate degree

~1–3 years of relevant experience in customer service, sales support, or technical product support

~ Experience supporting digital platforms and training users

~ Basic understanding of customer success and retention strategies

We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.

We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.

Company	Wiley
Location	Michigan, MI, United States
Type	FULL TIME
Niche	sales