Customer Success Manager

John Wiley & Sons Inc.; Des Moines (IA); Remote; USD 53,000 - 79,000; Full time

Job summary

A global leader in research and learning is seeking a Customer Success Manager to work remotely. The role focuses on maximizing customer retention and digital solutions implementation. Candidates should have an undergraduate degree and 2-4 years of relevant experience in customer service or tech support. Strong communication and CRM skills required. Competitive salary range from $53,000 - $78,333 USD, with opportunities for professional growth.

Benefits

Supportive workplace environment

Professional development opportunities

Diversity and inclusion commitment

Qualifications

• 2-4 years relevant experience in customer service, sales support, or tech support.
• Experience with CRM platforms, preferably Salesforce.
• Strong communication, organization, and time management skills.

Responsibilities

• Reconfirm and retain current customers while expanding digital usage.
• Assist faculty with implementing Wiley's digital solutions.
• Consult on implementation and curriculum design; execute training plans.
• Collaborate with DLE/AM to review opportunities, existing business, and expansion strategies.
• Support pilots, follow-up, surveys, and conversions to adoption.

Skills

Customer service

Sales support

Tech support

CRM platforms knowledge

Strong communication skills

Organization skills

Time management

Learning new platforms

Self-starter mentality

Adaptability

Education

Undergraduate degree

Tools

Salesforce

Job description

Job Description :

Customer Success Manager

Location : Remote, IN, USA

Our mission is to unlock human potential. We welcome you for who you are, 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.

About the Role :

The Customer Success Manager is responsible for maximizing digital implementation, usage, retention, and expansion of Wiley's digital solutions. Working closely with their DLE or Account Manager, they provide services including course implementation, training, monitoring usage and trends, and driving digital conversions and account growth. The role involves reconfirming existing business with faculty and increasing platform retention.

This position is key in delivering Wiley’s commitment to exceptional customer advising, support, retention, and expansion of digital usage. The Customer Success Manager will work with both new and existing customers to implement digital solutions and collaborate with their DLE or AM to expand digital footprint.

Key Responsibilities :

• Reconfirm and retain current customers while expanding digital usage.
• Assist faculty with implementing Wiley's digital solutions.
• Consult on implementation and curriculum design; execute training plans.
• Collaborate with DLE/AM to review opportunities, existing business, and expansion strategies.
• Support pilots, follow-up, surveys, and conversions to adoption.
• Work with DLE/AM on adoption strategies to promote expansion and digital penetration.
• Follow up proactively to ensure positive user experience and promote new features.
• Conduct re-training for key customers to ensure large adoptions are 'power users.'
• Support LMS / LTI integrations and provide account intelligence updates.
• Analyze digital usage data and review vendor reports to optimize adoptions.

Qualifications :

• Undergraduate degree
• 2-4 years relevant experience in customer service, sales support, or tech support
• Experience with CRM platforms, preferably Salesforce
• Strong communication, organization, and time management skills
• Ability to learn new platforms and train others
• Self-starter with a focus on ROI and digital solutions
• Adaptable to complex sales processes with multiple decision makers

About Wiley :

Wiley is a leader in research and learning, offering innovative solutions to empower knowledge seekers worldwide. With over 200 years of experience, we continue to evolve and support discovery, education, and professional success globally.

Wiley is an equal opportunity employer committed to diversity and inclusion. We provide reasonable accommodations and promote a supportive workplace environment. For application assistance, contact [e-mail].

Our workplace encourages continual learning and internal mobility, offering programs and policies that support employee well-being and professional growth.

Salary Range : $53,000 - $78,333 USD

When applying, please attach your resume/CV.