Customer Success Specialist: Digital Learning & Retention

Wiley; Michigan; On-site; USD 44,000 - 63,000; Full time

Job summary

Wiley is seeking a Customer Success Specialist to help faculty implement Wiley’s digital solutions, train users, and monitor course usage. You’ll work with a Digital Learning Executive or Account Manager to drive retention and expansion across courses, pilots, and IA adoption details.

The role emphasizes clear communication, data tracking in SFDC, and supporting LMS/LTI integrations while promoting new features to enhance value for instructors and institutions.

Qualifications

• Experience supporting digital platforms and training users.
• Ability to present effectively in group and one-on-one settings.
• Familiarity with CRM platforms (Salesforce preferred).
• Basic financial and data analysis skills.

Responsibilities

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

Skills

Digital learning

Data analysis

Written communication

Verbal communication

Sales process

CRM familiarity

Time management

Adaptability

Customer interactions

Education

Undergraduate degree

Tools

Salesforce

Job description

Wiley is seeking a Customer Success Specialist to help faculty implement Wiley’s digital solutions, train users, and monitor course usage. You’ll work with a Digital Learning Executive or Account Manager to drive retention and expansion across courses, pilots, and IA adoption details.

The role emphasizes clear communication, data tracking in SFDC, and supporting LMS/LTI integrations while promoting new features to enhance value for instructors and institutions.