Customer Success Manager

Job 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.

About the Role:

Fixed Term 1-year Contract

The Associate Manager, Customer Success will provide specialized expertise in Customer Success, executing key activities and supporting strategic initiatives through customer relationship management, success program delivery, and customer experience optimization to achieve customer satisfaction and business growth.

Job Responsibilities:

• 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

Required Qualifications:

• 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

We power infinite possibilities.

For 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.

We'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.

Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Wiley 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 tasupport@wiley.com for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. 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.

We 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.

When applying, please attach your resume/CV to be considered.

Salary Range:

63,200 CAD to 88,400 CAD