Wiley · 17 hours ago
Sr. Customer Success Manager – AI, Rights & Licensing Solutions for Research & Corporate Markets
Hoboken, NJ
Full-time
Hybrid
Mid, Senior Level
$114K/yr - $167K/yrWiley is a trusted leader in research and learning, and they are seeking a Senior Customer Success Manager for their AI, Rights & Licensing Solutions. This role involves developing and expanding customer success programs, managing customer relationships, and influencing product strategy in the research and corporate markets.
Responsibilities
Build and maintain strategic relationships with early adopter customers, positioning yourself as a trusted advisor who understands their research objectives and operational challenges
Lead customers through a structured onboarding journey, establishing clear success metrics and implementation timelines
Represent the customer's voice internally, advocating for their needs and translating feedback into actionable insights for product, marketing, and go-to-market teams
Work with early adopters to understand their workflows, challenges, and success criteria, using these insights to design our AI right and licensing solutions customer success program
Partner with Sales leadership to identify resource gaps and develop solutions including onboarding templates, customer education programs, health tracking frameworks, and best practices documentation
Build scalable processes that will support future CSM hires, allowing the program to grow without sacrificing quality or personalization
Establish working relationships with Product, Marketing, and Go-to-Market teams to align on customer needs, feature prioritization, and launch coordination
Collaborate with Customer Education and Technical Support teams to develop comprehensive onboarding programs tailored to our AI customer base
Contribute to AI solutions go-to-market strategy by providing customer insights on competitive positioning, value messaging, and market opportunities
Establish and track key success metrics including adoption rates, time-to-value, customer health scores, and net retention
Drive revenue retention and expansion through proactive customer engagement, demonstrating value realization and identifying upsell opportunities
Qualification
Required
Experience in customer management
Understanding of the research publishing industry
Knowledge of content licensing
Familiarity with AI and corporate health markets
Ability to leverage technology tools such as Sales Force CRM, Gainsight, and Power BI
Experience in building and maintaining strategic relationships with customers
Ability to lead customers through a structured onboarding journey
Experience in establishing clear success metrics and implementation timelines
Ability to represent the customer's voice internally
Experience in program development and strategy
Ability to partner with Sales leadership to identify resource gaps
Experience in building scalable processes for customer success programs
Ability to establish working relationships with cross-functional teams
Experience in contributing to go-to-market strategy
Ability to establish and track key success metrics
Experience in driving revenue retention and expansion through customer engagement
Benefits
Meeting-free Friday afternoons allowing more time for heads down work and professional development
A robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow
Fair, transparent pay
Competitive compensation
Comprehensive benefits package
Company
Wiley
We transform knowledge into accessible and actionable intelligence for today's challenges and tomorrow's possibilities.
Founded in 1807
5001-10000 employees
H1B Sponsorship
Wiley has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (23)
2024 (9)
2023 (13)
2022 (46)
2021 (18)
2020 (22)
Funding
Current Stage
Late StageLeadership Team
Danish Khan
Chief of Staff to the CEO
Aref Matin
EVP & CTO
Recent News
Morningstar
2024-03-27
2023-10-10
2023-10-10
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