Customer Success Manager

John Wiley & Sons Inc.; Ohio; On-site; USD 44,000 - 63,000; Full time

Job summary

John Wiley & Sons Inc. in the United States seeks a Customer Success Manager to maximize digital implementation, usage, retention, and expansion of Wiley's digital solutions.

You will collaborate with field sales or account managers to deliver training, course fulfillment, and adoption strategies. You will reconfirm existing business with faculty, drive pilots to adoption, and provide deep LMS/LTI integration support, while analyzing usage data and maintaining IA adoption updates in SFDC.

Qualifications

• Undergraduate degree required.
• 2-4 years of relevant work experience in a similar function.
• Experience in customer service, sales support and/or tech product support.
• Ability to lead effective presentations to internal and external customers.
• Strong written and verbal communication skills.
• Strong relationship-building skills.
• Excellent organization and time management.
• Ability to learn and apply technical expertise with new and existing platforms.
• Skill set to train and implement digital solutions.
• Self-starter with time-management and ROI focus.
• Adaptable to navigate complex sales processes.

Responsibilities

• 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 training plans.
• Collaborate with field sales/AM to review opportunities and expansion potential.
• Drive pilots across the territory with follow-up and platform assistance; convert to adoption.
• Collaborate with field sales/AM on adoption strategies to expand digital penetration.
• Proactively follow up with customers to promote new features and positive experiences.
• Conduct retraining with key customers to empower power users.
• Provide deep LMS/LTI integration support.
• Maintain SFDC adoption intelligence; update IA opportunities and enrollment data.

Skills

Communication skills

Presentation skills

Relationship building

Organization and time management

Technical proficiency with platforms

Train and implement digital solutions

Self-starter mindset

Adaptability in complex sales

Customer service exposure

Sales support exposure

Tech product support exposure

Education

Undergraduate degree

Tools

Salesforce CRM

Job description

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. 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.

About the Role

As a Customer Success Manager, you are responsible for maximizing digital implementation, usage, retention, and expansion of Wiley's digital solutions. Working closely with field sales or account managers, the Customer Success Manager brings their expertise to 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. The Customer Success Manager is responsible for reconfirming existing business with faculty and guaranteeing increased platform retention.

The Customer Success Manager will be a key resource in 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 will work with their field sales or account manager partners to expand their digital footprint.

Job Responsibilities

• Responsible for reconfirming and retaining current customers while expanding digital usage at installed base accounts.
• Responsible for assisting 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 field sales/account manager to review the status of opportunities, existing business, and expansion opportunities; Partner with field sales/AM to identify priority customers and participate in effective retention strategies to reduce digital churn and ensure a superior experience for our installed customers; Carve out separate retention strategies for priority accounts/adoptions vs. all other adoptions.
• Drive and support pilots across the territory with follow-up, surveys, assistance with the platform, and questions; Assist AM with converting the pilot to an adoption.
• Collaborate with field sales/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 (IA) readoption opps in SFDC for enrollment, Won/Lost stage, instructors contact info on IA adoptions. Maintain Bookstore communication and relationships to obtain IA adoption details, IA processes, and work order details.
• Analyze and drive digital usage data via activations reports for priority adoptions after 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 opp in SFDC, Set to IA in CAP.Follow up on non-responders of IA confirmations at the end of each season.

Required Qualifications

• Undergraduate degree.
• 2-4 years of relevant work experience in a similar function.
• Previous customer service, sales support and/or tech product support exposure.
• Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings.
• Strong written and verbal communication skills.
• Strong relationship building 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.

Preferred Qualifications

• Previous customer success or inside sales experience.
• User experience knowledge with a CRM platform, preferably Salesforce.

We power infinite possibilities.

For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing-creating impact that reaches everywhere.

We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.

Here, your talent matters.

Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Wiley is an equal opportunity/affirmative action employer. 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 [e-mail] for assistance.

We are proud that our workplace promotes continual learning and internal mobility. We 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.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.

Salary Range: 43,800.00 USD to 63,266.66 USD#LI-KK1