Customer Success Manager

🔥 14 hours ago

🇨🇦 Canada – Remote

💵 $41.7k - $60.4k / year

⏰ Full Time

🟢 Junior

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Wiley

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

📚 Education

🔬 Science

Education • Science

Wiley is a global publishing and information services company that connects researchers, educators, students, and professionals through scholarly journals, books, digital content, and learning platforms. It operates Wiley Online Library with thousands of journals, reference works, and books, provides textbooks and courseware (including rental and digital access), and offers publishing, research support, and AI-enabled tools and services for academic institutions, R&D teams, societies, and corporations. Wiley advances research discovery and professional learning by combining trusted content with technology platforms, licensing, and development services.

📋 Description

• Support implementation, usage, retention, and expansion of Wiley’s digital solutions • Assist with course setup, training, and usage monitoring • Reconfirm and retain current customers while expanding digital usage at installed base accounts • Assist 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 Digital Learning Executives and Account Managers on opportunities, existing business, expansion opportunities, and retention strategies • Drive and support pilots across the territory with follow-up, surveys, platform assistance, and questions • Follow up with customers to ensure a positive experience and promote new features and functionality • Conduct retraining with key customers to develop power users • Provide deep integration support on LMS/LTI implementations • Maintain account and adoption intelligence in Salesforce • Confirm and update Inclusive Access adoption opportunities and details in Salesforce and CAP • Maintain bookstore communications and relationships • Analyze digital usage data through activation reports • Review vendor reports for Inclusive Access courseware adoptions and follow up on confirmations

🎯 Requirements

• Undergraduate degree • 1-3 years of relevant work experience in a similar function • Previous customer service, sales support and tech product support exposure • Ability to lead effective presentations to internal and external customers, in both large groups and one-on-one settings • User experience knowledge with a CRM platform, preferably Salesforce • Strong written and verbal communication skills • Excellent organization and time management skills • Ability to learn and apply technical expertise with new and existing platforms • Strong skill set to train and implement digital solutions • Self-starter with the ability to maximize time and generate high ROI by leveraging strong listening skills to understand and execute digital solutions • Adaptability to navigate complex sales processes with multiple decision makers • Ability to work in Ontario or Quebec, Canada

🏖️ Benefits

• Meeting-free Friday afternoons • Professional development opportunities • Robust employee programming offering opportunities to foster community, learn, and grow • Comprehensive benefits package • Reasonable accommodation for applicants and employees with disabilities