Customer Success Manager

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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

• Provide specialized expertise in customer success management and customer relationship optimization • Execute customer success programs, onboarding initiatives, and customer engagement activities • Support customer health monitoring, success metrics tracking, and customer journey optimization • Develop and maintain customer success processes, documentation, and best practices • Coordinate customer success communications, outreach programs, and relationship-building activities • Assist with customer feedback collection, analysis, and insights development • Support customer training programs, educational initiatives, and success enablement activities • Execute customer success reporting, performance analysis, and customer health assessments • Coordinate with sales teams and account management for customer success alignment and support • Provide customer success consultation and support to customers and internal stakeholders • Support customer success technology platforms, CRM management, and system optimization • Assist with customer success process improvements, quality assurance, and operational excellence • Coordinate with cross-functional teams to optimize customer experience and success outcomes • Provide operational support and consultation to customer success management and leadership • Other specialized customer success and customer relationship management responsibilities as assigned

🎯 Requirements

• Bachelor’s degree in business, Communications, Marketing, or related field • 2-3 years of customer success, account management, or customer relationship management experience • Strong customer relationship management and communication capabilities • Excellent interpersonal and customer-focused problem-solving skills • Experience with customer success platforms, CRM systems, and customer engagement tools • Knowledge of customer success methodologies, customer journey mapping, and success metrics • Strong attention to detail and ability to manage multiple customer relationships and programs • Collaborative approach and ability to work effectively with customers and internal teams • Service-oriented mindset with focus on customer satisfaction and success outcomes • Understanding of customer lifecycle management, retention strategies, and growth optimization • Continuous improvement approach and adaptability in evolving customer success environments • Results-driven with focus on customer satisfaction, retention, and success metrics.

🏖️ Benefits

• Professional development opportunities • Robust body of employee programming • Flexible work arrangements