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 maximizing digital implementation, usage, retention, and expansion of Wiley ’s digital solutions.

Working closely with their DLE or Account Manager, the Customer Success Managers bring their expertise to provide a range of services to customers including developing successful course implementation solutions, training, course fulfillment/setup, monitoring course usage, and trends, and driving digital conversions and account expansions.

The Customer Success Manager is responsible for reconfirming existing business with faculty and guaranteeing increased platform retention.

The Customer Success Manager will be a key resource in delivering Wiley ’s commitment to exceptional customer advising, support, retention, and expansion of digital usage in their territory. They will work with existing and new customers to create and implement their digital solutions.

They will work with their DLE or AM partner to expand their digital footprint.

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 stra