Digital Learning Success Specialist

1001 John Wiley & Sons, Inc.; United States; Remote; USD 44,000 - 63,000; Full time

Job summary

Wiley is seeking a Customer Success Specialist to support the implementation, usage, retention, and expansion of the company’s digital solutions. Working with a Digital Learning Executive or Account Manager, you’ll help ensure successful course setup, training, and ongoing adoption across faculty and departments.

Responsibilities include monitoring course usage, identifying opportunities for retention and expansion, and coordinating follow-up with pilots.

Qualifications

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

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 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

Data analysis

Communication

Sales processes

CRM (Salesforce)

Time management

Adaptability

Professional conduct

Education

Undergraduate degree

Tools

Salesforce

Job description

Wiley is seeking a Customer Success Specialist to support the implementation, usage, retention, and expansion of the company’s digital solutions. Working with a Digital Learning Executive or Account Manager, you’ll help ensure successful course setup, training, and ongoing adoption across faculty and departments.

Responsibilities include monitoring course usage, identifying opportunities for retention and expansion, and coordinating follow-up with pilots.