As a Customer Success Manager, you will maximize digital implementation and retention of Wiley's solutions while providing exceptional support to customers and faculty.
Customer Success Manager - US
🕒 4 days ago
Customer Success ManagementB2B SaaSCybersecuritySalesforce
📜 Description
- Lead the transition from contract signature to implementation through to go-live.
- Proactively manage a portfolio of clients, ensuring value realization and satisfaction with the product.
- Conduct regular meetings including integration reviews and quarterly business reviews with clients.
- Work closely with Customer Success Engineers and product managers to resolve implementation issues.
- Initiate conversations to uncover additional uses for Fingerprint as upsell and cross-sell opportunities.
- Drive renewals with executive level stakeholders and maintain up-to-date records in Salesforce.
🛠️ Requirements
- 3-6 years experience in a Mid-Market/Enterprise Customer Success Manager role
- B2B SaaS, tech, and/or cybersecurity industry experience highly preferred
- Experience handling the full customer journey from onboarding to renewals; cross-sell and upsell experience is a huge plus!
- Experience working in a Customer Success Platform (ie. Gainsight, Planhat, etc.), Zendesk, and Salesforce preferred
- Comfortable operating in a fully remote, async-first environment
- Proficiency utilizing AI to increase efficiency of day to day tasks (ideally Claude and Gemini)
- Role requires proficiency with macOS and comfort working fully remotely using tools such as Slack, Google Workspace, and Zoom.
- Balances proactive and reactive customer needs; effectively prioritizing internal and external tasks
- Effective at leading and facilitating meetings with attendees ranging from technical contacts to executive stakeholders
- Strong communication skills; you pride yourself on being personable, concise and compelling communicator - in writing, in conversation, and in front of an audience
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