Customer Success Manager

United States

Full-time

Remote

$44K/yr - $63K/yr

Entry Level

Wiley is hiring a Customer Success Manager to support implementation, usage, retention, and expansion of its digital learning solutions. The role works with faculty and account teams on course setup, training, platform support, usage monitoring, and customer retention.

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Responsibilities

Support faculty in implementing and integrating Wiley’s digital solutions into their courses
Assist in course setup, training delivery, and fulfillment activities
Monitor course usage and trends to identify opportunities for retention and expansion
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

Qualification

Required

General awareness of digital learning products and services
Basic financial and data analysis skills
Strong written and verbal communication
Ability to follow structured sales and support processes
Familiarity with CRM platforms (preferably Salesforce)
Time management and organizational skills
Adaptability in a fast-paced environment
Courtesy and professionalism in customer interactions
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

Preferred

Benefits

Remote work
Meeting-free Friday afternoons
More time for heads down work and professional development
A robust body of employee programming providing opportunities to foster community, learn, and grow
A comprehensive benefits package

Wiley is one of the world’s largest publishers and a trusted leader in research and learning.

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