{"id":2084479,"url":"https://alion.io/job/wiley-customer-success-specialist","title":"Customer Success Specialist","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":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"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":["Australia"],"countries":["AU"],"hiring_countries":["AU"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":71000,"period":"year","method":"role_country_seniority_unknown","sample_n":57},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-26T09:50:17Z","board_verified":true,"closed_at":null,"days_open":34,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":34},"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:\nJob Description Summary\nCustomer Success Specialists work directly with schools, Heads of Department, teachers, and technology managers to drive successful implementation, usage, and retention of Jacaranda's whole-school digital solutions and institutional licences. They manage a territory with a retention target while also supporting the smooth onboarding of newly won business. The role combines hands-on, face to face and virtual training and course setup with ongoing relationship management, technical troubleshooting, and usage monitoring to ensure schools get real value from Jacaranda's digital products year after year.\nJob Description Responsibilities\nAssist faculty in implementing and integrating Jacaranda's whole-school digital solutions and institutional licences.\nConduct face-to-face and virtual training and check-ins to set schools up for success.\nTrack engagement and usage across adoptions to identify gaps, red flags, and opportunities for retention or expansion.\nOwn a territory-level retention target by formulating and executing retention strategies, proactively health-checking key contacts, and promoting new features relevant to each school's needs.\nWork with school IT teams prior to adoption to test integrations, then manage post-adoption setup, account creation/fulfilment, and access provisioning.\nAct as the go-to expert on Jacaranda's digital solutions, the platforms they integrate with, and intermediary platforms (e.g. ReadCloud, Campion, Box of Books).\nProvide access and technical support for schools, logging and escalating issues clearly to the development team, and spotting trends that point to larger technical problems.\nMaintain accurate account and engagement records in Salesforce, and feed customer intelligence (issues, feedback) back to product, publishing and marketing teams.\nDuring Terms 2-4, work directly with school leaders to confirm re-adoption, including SLAs and Purchase Orders.\nCollaborate closely with Sales, marketing, technology, and publishing teams to ensure schools receive consistent, high-quality support.\nSkills\nGeneral awareness of digital learning products and services\nStrong written and verbal communication, with the ability to lead effective presentations to both large groups and individuals\nAbility to follow structured sales and support processes\nFamiliarity with CRM platforms (preferably Salesforce) and aptitude for learning in-house systems\nTime management and organizational skills\nAdaptability in a fast-paced environment\nCourtesy and professionalism in customer interactions\nCalm, steady approach to problem-solving with strong critical thinking skills\nQualifications\nExperience in a Sales, Customer Success, or similar customer-facing role, with a customer-service orientation\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\nMust be eligible to obtain a Working with Children Check\nRequires a driver's licence and car, with travel to schools (multiple times a week at peak periods)\nDesirable: experience teaching or working in a high school environment; experience using Learning Management Systems\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. 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. Wiley proactively displays target base pay range for United Kingdom, Canada and USA based roles.\nWhen applying, please attach your resume/CV to be considered.\n\n#LI-YZ1","description_format":"text","description_chars":5897,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Education","Media & Entertainment","Publishing"],"lifecycle":[{"event":"open","at":"2026-10-08T11:34:37Z"}],"visa":[],"liveness":{"score":36,"band":"fade","label":"Fading","p_open":1,"p_active":0.651,"p_room":0.55,"age_days":33,"expected_fill_days":25,"reasons":["conf:10","velocity","win:tail"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/wiley-customer-success-specialist","json_url":"https://alion.io/job/wiley-customer-success-specialist.json","meta":{"generated_at":"2026-10-27T04:47:22Z","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":4462,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"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-specialist"},{"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-specialist"},{"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-specialist"},{"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-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwiley-customer-success-specialist"}]}