Wiley is seeking a Customer Success Manager (CSM) to drive customer satisfaction, adoption, and retention for its subscription and open access research customers. The CSM will serve as the primary point of contact for key accounts, leveraging data analytics, customer health monitoring, and cross-functional collaboration to ensure client success. The role involves relationship management, revenue retention, and upsell opportunities while supporting sales teams and business growth.

Key Responsibilities:

🔹 Build and maintain strong relationships with assigned customers, ensuring maximum value realization.
🔹 Work with cross-functional teams to improve customer experience and satisfaction.
🔹 Define and track customer goals, KPIs, and success metrics.
🔹 Partner with sales teams to drive revenue growth, customer retention, and upselling.
🔹 Analyze customer data to monitor health scores and risk mitigation strategies.
🔹 Utilize CRM tools (Salesforce, Gainsight, etc.) to enhance efficiency and scalability.

Qualifications & Skills:

✔ Experience: 3+ years in Customer Success, Account Management, or Relationship Management.
✔ Industry Knowledge: Experience in publishing, academia, or education technology preferred.
✔ Skills: Strong communication, project management, analytical, and CRM (Salesforce) expertise.
✔ Language: English required; Arabic is a plus.
✔ Travel: Up to 25% travel may be required.

📩 How to Apply: Interested candidates can apply via Wiley’s official careers portal.