Customer Success Manager

: We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

About the Role

Customer Success Managers are responsible for supporting the implementation, usage, retention, and expansion of Wiley ’s digital solutions.

Working closely with a Digital Learning Executive (DLE) or Account Manager (AM), they assist in delivering services that ensure successful course setup, training, and usage monitoring.

This role focuses on reconfirming existing business with faculty and supporting platform retention through structured processes and established sales models Job Responsibilities: Responsible for reconfirming and retaining current customers while expanding digital usage at installed base accounts.

Responsible for assisting faculty in implementing and integrating Wiley ’s digital solutions. Consult with instructors on implementation and curriculum design. Execute individual and departmental training plans.

Collaborate with DLE/Account Manager to review the status of opportunities, existing business, and expansion opportunities. Partner with DLE/AM to identify priority customers and participate in effective retention strategies to reduce digital churn and ensure a superior experience for our installed customers.

Carve out separate retention strategies for priority accounts/adoptions vs. all other adoptions. Drive and support pilots across the territory with follow-up, surveys, assistance with the platform, and questions. Assist AM with converting the pilot to an adoption.

Collaborate with DLE/AM partner weekly or biweekly on adoption strategies to effect expansion and digital penetration. Proactively follow up with cust