Customer Success Architect — Digital Learning Solutions

Wiley; Lake Michigan Beach (MI); On-site; USD 55,000 - 85,000; Full time

Job summary

Wiley is seeking a Customer Success Specialist to support the implementation, usage, retention, and expansion of our digital solutions. You will work with a Digital Learning Executive or Account Manager to ensure successful course setup, training, and ongoing platform use.

Ideal candidates have 1–3 years in customer service or sales support, experience with digital platforms, and a basic understanding of retention strategies. Strong communication and CRM skills are essential.

Qualifications

• Undergraduate degree required.
• 1–3 years in customer service, sales support, or technical product support.
• Experience with digital platforms and training users.
• Basic knowledge of customer success and retention strategies.
• Familiarity with Salesforce and other CRM tools.
• Strong data analysis and financial basics.
• Excellent time management and organization.
• Courteous, professional customer interactions.

Responsibilities

• Support implementation, usage, retention, and expansion of Wiley's digital solutions.
• Assist in course setup, training delivery, and usage monitoring.
• Collaborate with DLE/AM; review account status for retention strategies.
• Participate in pilot programs with follow-up, support, and survey coordination.
• Conduct re-training sessions for key customers to ensure platform use.
• Provide basic LMS/LTI integration support.
• Maintain accurate account data in Salesforce, including IA updates.
• Review vendor reports and follow up with bookstores or instructors on IA adoption.
• Promote new features to enhance customer experience.
• Communicate product value clearly to customers.

Skills

CRM platforms

Sales and support processes

Time management

Communication

Data analysis basics

LMS/LTI integration basics

Salesforce familiarity

Education

Undergraduate degree

Tools

Salesforce

CRM platforms

Job description

Wiley is seeking a Customer Success Specialist to support the implementation, usage, retention, and expansion of our digital solutions. You will work with a Digital Learning Executive or Account Manager to ensure successful course setup, training, and ongoing platform use.

Ideal candidates have 1–3 years in customer service or sales support, experience with digital platforms, and a basic understanding of retention strategies. Strong communication and CRM skills are essential.