Customer Success Specialist — Digital Learning & Retention

Wiley; Lansing (MI); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Meets Friday-free afternoons

Job summary

Wiley is seeking a Customer Success Specialist to support the implementation, usage, retention, and expansion of Wiley’s digital solutions in higher education. You will work with a Digital Learning Executive or Account Manager to ensure smooth course setup, training, and ongoing platform utilization.

You will help re-engage faculty, monitor adoption, and coordinate surveys while providing basic LMS/LTI integration support. Strong communication and data-tracking skills are essential.

Qualifications

• Undergraduate degree required.
• 1–3 years of experience in customer service, sales support, or technical product support.
• Familiarity with CRM platforms (preferably Salesforce).

Responsibilities

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

Skills

Customer service

Sales support

Digital learning

LMS/LTI

Data awareness

Education

Undergraduate degree

Tools

Salesforce

Job description

Wiley is seeking a Customer Success Specialist to support the implementation, usage, retention, and expansion of Wiley’s digital solutions in higher education. You will work with a Digital Learning Executive or Account Manager to ensure smooth course setup, training, and ongoing platform utilization.

You will help re-engage faculty, monitor adoption, and coordinate surveys while providing basic LMS/LTI integration support. Strong communication and data-tracking skills are essential.