Customer Success Specialist: Digital Learning & Retention

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

Job summary

Wiley in the United States is seeking a Customer Success Specialist to support the 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 usage monitoring.

This role focuses on reconfirming existing business with faculty, maintaining adoption data in SFDC, and promoting new features to enhance customer experience.

Qualifications

• General awareness of digital learning products and services
• Basic financial and data analysis skills
• Strong written and verbal communication
• Ability to follow structured sales and support processes
• Familiarity with CRM platforms (preferably Salesforce)
• Time management and organizational skills
• Adaptability in a fast-paced environment
• Courtesy and professionalism in customer interactions

Responsibilities

• Support faculty in implementing and integrating Wiley's digital solutions into their courses.
• Assist in course setup, training delivery, and fulfillment activities.
• Monitor course usage and trends to identify opportunities for retention and expansion.
• Collaborate with DLE/AM to review account status and support retention strategies.
• Participate in pilot programs by providing 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 (SFDC), including Inclusive Access (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

Digital learning basics

Data analysis

Communication

Sales process

CRM familiarity

Time management

Adaptability

Professionalism

Education

Undergraduate degree

Tools

Salesforce

Job description

Wiley in the United States is seeking a Customer Success Specialist to support the 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 usage monitoring.

This role focuses on reconfirming existing business with faculty, maintaining adoption data in SFDC, and promoting new features to enhance customer experience.