{"id":2721190,"url":"https://alion.io/job/wiley-customer-success-manager","title":"Customer Success Manager","company":{"id":1990,"name":"Wiley","domain":"wiley.com","url":"https://alion.io/company/wiley","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":43800,"max":63266,"currency":"USD","period":"year","gross":null,"usd_annual":63266},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-15T00:00:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-29T14:02:03Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"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.\nAbout the Role:\nCustomer Success Specialists 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.\nJob Responsibilities:\nSupport faculty in implementing and integrating Wiley’s digital solutions into their courses.\nAssist in course setup, training delivery, and fulfillment activities.\nMonitor course usage and trends to identify opportunities for retention and expansion.\nCollaborate with DLE/AM to review account status and support retention strategies.\nParticipate in pilot programs by providing follow-up, platform support, and survey coordination.\nConduct re-training sessions with key customers to ensure effective platform use.\nProvide basic integration support for LMS/LTI implementations.\nMaintain accurate account and adoption data in Salesforce (SFDC), including Inclusive Access (IA) updates.\nReview vendor reports and follow up with bookstores or instructors to confirm IA adoption details.\nPromote new features and functionality to enhance customer experience.\nCommunicate clearly with customers to ensure understanding of product/service value.\nSkills\nGeneral awareness of digital learning products and services\nBasic financial and data analysis skills\nStrong written and verbal communication\nAbility to follow structured sales and support processes\nFamiliarity with CRM platforms (preferably Salesforce)\nTime management and organizational skills\nAdaptability in a fast-paced environment\nCourtesy and professionalism in customer interactions\nRequired Qualifications:\nUndergraduate degree\n1-3 years of relevant experience in customer service, sales support, or technical product support\nAbility to present effectively in group and one-on-one settings\nExperience supporting digital platforms and training users\nSelf-starter with strong listening and execution skills\nBasic understanding of customer success and retention strategies\nWe power infinite possibilities.\nFor more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing-creating impact that reaches everywhere.\nWe're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.\nHere, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything. \nWiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact  for assistance.\nWe are proud that our workplace promotes continual learning and internal mobility. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.\nWe are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.\nWhen applying, please attach your resume/CV to be considered.\nSalary Range:\n43,800.00 USD to 63,266.66 USD\n\n#LI-KK1","description_format":"text","description_chars":5037,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","Publishing"],"lifecycle":[{"event":"open","at":"2026-10-16T14:56:35Z"}],"visa":[],"liveness":{"score":80,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.893,"p_room":0.9,"age_days":14,"expected_fill_days":25,"reasons":["conf:2","velocity","win:mid","comp:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":63266,"is_top_pay":true},"html_url":"https://alion.io/job/wiley-customer-success-manager","json_url":"https://alion.io/job/wiley-customer-success-manager.json","meta":{"generated_at":"2026-10-29T18:56:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28138,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1990},"rest":"https://alion.io/mcp/rest/get_company?id=1990"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwiley-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwiley-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwiley-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wiley-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwiley-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2721190}},{"tool":"search_jobs","arguments":{"company":"wiley.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2721190},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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