Impactful Customer Success Specialist, Digital Learning

Wiley; Lansing (MI); On-site; USD 44,000 - 63,000; Full time

Job summary

Wiley is seeking a Customer Success Specialist to support implementation, usage, retention, and expansion of our digital solutions for higher education. You will work closely with a Digital Learning Executive or Account Manager to ensure successful course setup, training, and usage monitoring, while focusing on reconfirming existing business and platform retention.

The role requires effective communication, data tracking in SFDC, and collaboration with sales and learning teams to promote new

Qualifications

• Bachelor's degree or equivalent required.
• Experience in customer service or sales support is preferred.
• Experience supporting digital platforms and training users.

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 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

CRM Salesforce

Time management

Adaptability

Education

Bachelor's degree

Job description

Wiley is seeking a Customer Success Specialist to support implementation, usage, retention, and expansion of our digital solutions for higher education. You will work closely with a Digital Learning Executive or Account Manager to ensure successful course setup, training, and usage monitoring, while focusing on reconfirming existing business and platform retention.

The role requires effective communication, data tracking in SFDC, and collaboration with sales and learning teams to promote new