Customer Success Specialist, Digital Learning & Adoption

John Wiley & Sons Inc.; Detroit (MI); On-site; USD 44,000 - 63,000; Full time

Job summary

John Wiley & Sons Inc. seeks a Customer Success Specialist to support implementation, usage, retention, and expansion of Wiley's digital solutions. You will work with a Digital Learning Executive or Account Manager to ensure successful course setup, training, and adoption monitoring.

Responsibilities include coordinating with faculty, delivering training, and following structured sales and support processes. Prior experience with digital platforms and strong communication are essential.

Qualifications

• Undergraduate degree required.
• 1–3 years of customer service, sales support, or technical product support experience.
• Ability to present effectively in group and one-on-one settings.
• Experience supporting digital platforms and training users.

Responsibilities

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

Skills

Digital learning products

Data analysis basics

Written verbal communication

Structured processes

Salesforce familiarity

CRM platforms

Time management

Adaptability

Professionalism

Customer interactions

Education

Undergraduate degree

Tools

Salesforce

Job description

John Wiley & Sons Inc. seeks a Customer Success Specialist to support implementation, usage, retention, and expansion of Wiley's digital solutions. You will work with a Digital Learning Executive or Account Manager to ensure successful course setup, training, and adoption monitoring.

Responsibilities include coordinating with faculty, delivering training, and following structured sales and support processes. Prior experience with digital platforms and strong communication are essential.