Customer Success Manager

Job Description:

Customer Success Manager

Location: Cary, NC, USA

Our mission is to unlock human potential. We welcome you for who you are and the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it's in our differences that we empower the way the world learns.

Customer Success Managers are responsible for maximizing digital implementation, usage, retention, and expansion of Wiley's digital solutions. Working closely with their DLE or Account Manager, the Customer Success Managers provide a range of services to customers including developing successful course implementation solutions, training, course fulfillment/setup, monitoring course usage and trends, and driving digital conversions and account expansions. They will reconfirm existing business with faculty and guarantee increased platform retention, delivering Wiley's commitment to exceptional customer advising, support, retention, and expansion of digital usage in their territory.

They will work with existing and new customers to create and implement their digital solutions and collaborate with their DLE or AM partner to expand their digital footprint.

• Reconfirm and retain current customers while expanding digital usage at installed base accounts.
• Assist faculty in implementing and integrating Wiley's digital solutions.
• Consult with instructors on implementation and curriculum design; execute individual and departmental training plans.
• Collaborate with DLE/Account Manager to review opportunities, existing business, and expansion opportunities; identify priority customers and participate in retention strategies to reduce digital churn.
• Carve out separate retention strategies for priority accounts/adoptions versus all other adoptions.
• Drive and support pilots across the territory with follow‑up, surveys, assistance with the platform, and questions; assist AM in converting the pilot to an adoption.
• Collaborate with DLE/AM partner weekly or biweekly on adoption strategies to effect expansion and digital penetration.
• Proactively follow up with customers to ensure a positive experience using Wiley products and promote new features and functionality specific to their user experience.
• Conduct re‑training with key customers to ensure all large adoption customers are "power users."
• Provide deep integration support on various LMS / LTI implementations.
• Provide regular account and adoption intelligence in SFDC after working with customers; confirm/update Inclusive Access readoption opportunities in SFDC for enrollment, won/lost stage, and instructor contact info on IA adoptions.
• Analyze and drive digital usage data via activation reports for priority adoptions after the back‑to‑school period ends.
• Review vendor reports at specific times during the season for IA courseware adoptions, confirm with bookstore or instructor if additional information is needed, review and update opportunities in SFDC, and set to IA in CAP.
• Follow up on non‑responders of IA confirmations at the end of each season.

• Undergraduate degree.
• 2-4 years of relevant work experience in a similar function.
• Previous customer service, sales support, and tech product support exposure.
• Able to lead effective presentations to internal and external customers, in both large groups and one‑on‑one settings.
• Knowledge of user experience with a CRM platform, preferably Salesforce.
• Strong written and verbal communication skills.
• Excellent organization and time management skills.
• Ability to learn and apply technical expertise with new and existing platforms.
• Strong skill set to train and implement digital solutions.
• Self‑starter with the ability to maximize time and generate high ROI by leveraging strong listening skills to understand and execute digital solutions.
• Adaptable: can navigate complex sales processes with multiple decision makers.

Wiley is a trusted leader in research and learning, pioneering solutions and services that empower knowledge seekers to transform today's biggest obstacles into tomorrow's brightest opportunities. With over 200 years of publishing…