50 applicants

Company

Wiley · 5 hours ago

Customer Success Manager

Full-time

Remote

Mid Level

$86K/yr - $123K/yr

3+ years exp

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Responsibilities

Establish strong relationships with assigned customers, serving as their dedicated point of contact for all post adoption requests and challenges.

Partner with cross functional teams to ensure the customer receives maximum value from their investment.

Consult with clients to define goals and the key metrics/KPIs used to evaluate their progress towards achieving those goals.

Collaboratively work with sales partners to achieve revenue targets via strong customer satisfaction scores and retention rates.

Monitor customer health metrics to conduct qualitative and quantitative analysis aligned to their goals to ensure they are on track to achieve value while solving for those that are off track.

Identify CSQL's during customer check-ins to support revenue growth and upsell opportunities.

Leverage technology and data to increase efficiencies and make processes scalable.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementKPI establishmentCRM experienceProgram/project managementCustomer lifecycle managementRelationship managementSalesforce.comGainsight

Required

Bachelor's degree or equivalent experience

3+ years' experience in a Customer Success Manager (CSM) role or Account/Relationship Management

Experience working directly with customers to establish & deliver on KPIs, and effective reporting of such

Customer lifecycle management skills, including mitigation of risks

Excellent written, verbal and presentation skills

Program/project management experience, particularly regarding customer journeys & ability to manage scope creep

Capability to build trust, rapport and strong client relationships

Ability to multi-task and communicate effectively in a fast-paced environment

Passionate about being a customer advocate with a sense of urgency and energy

CRM experience (Salesforce.com)

Strong analytical skills (reporting, excel, data analysis)

Ability to manage multiple projects, accounts, contacts and prioritize appropriately

Ability to build productive and collaborative relationships with colleagues

Ability to Travel - up to 25%

Preferred

CSM platform experience with Gainsight

Benefits

Meeting-free Friday afternoons allowing more time for heads down work and professional development

Company

Wiley

Glassdoor

3.6

Wiley champions those who see knowledge as a force for good.

Founded in 1807

Hoboken, NJ, US

5001-10000 employees

http://www.wiley.com

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

2023 (8)

2022 (34)

2021 (33)

2020 (18)