Customer Success Manager (One Year Contract Position)

$40,000 - $58,000/Yr

Wiley - Ontario, OR

Full-time - Entry Level

Remote - Ontario, OR

Specialty Trade Contractors

About the position

The Customer Success Manager (CSM) role is a one-year fixed-term contract position focused on maximizing the implementation, usage, and retention of Wiley's digital solutions, including WileyPLUS and Knewton Alta. The CSM will partner with a Digital Learning Executive to provide a range of services to customers, including training, course setup, and monitoring course usage. The role emphasizes exceptional customer support and retention, working directly with faculty to enhance their online course experience.

Responsibilities

• Assist faculty in implementing and integrating WileyPLUS and Knewton Alta for new adoptions.
• Consult instructors on the implementation of WileyPLUS or other digital products.
• Ensure training is conducted and that faculty are prepared for course start.
• Track adoptions to identify gaps in training.
• Conduct regular check-ins with the Digital Learning Executive to review opportunities and existing business.
• Identify core existing customers and participate in retention strategies to reduce churn.
• Proactively follow up with customers to ensure a positive experience and promote new features.
• Conduct re-training sessions with key customers to ensure they are power users.

Requirements

• Undergraduate degree or equivalent work experience.
• Previous experience in customer service, sales support, and tech product support.
• Ability to lead effective presentations to both large groups and one-on-one settings.
• User experience with a CRM platform, preferably Salesforce.
• Experience in consultative sales support, including cross-selling, upselling, and renewals.
• Strong written and verbal communication skills.
• Excellent organization and time management skills.

Benefits

• Internal mobility program
• Meeting-free Friday afternoons for professional development
• Comprehensive benefits package