As a Customer Success Manager, you will maximize digital implementation and retention of Wiley's solutions while providing exceptional support to customers and faculty.
Premier Customer Success Manager
📅 Jul 16
Customer SuccessAccount ManagementB2B SaaSCRM
📜 Description
- Own a substantial book of existing Premier accounts requiring varying levels of engagement—delivering reliable service, multi-threaded relationships, and high revenue retention.
- Apply a differentiated engagement model: maintain steady cadence with actively managed accounts, keep light-touch/reactive accounts healthy, and run proactive outreach to re-engage dormant accounts.
- Own the renewal and forecasting process for your book, including proactive churn prevention and timely, accurate renewal forecasting.
- Drive product adoption and ensure each customer's solution is configured for maximum value and aligned to best practices.
- Identify accounts showing genuine expansion or strategic signals and graduate them to appropriate senior CSM roles.
- Monitor and analyze product usage across your book to spot risk and opportunity early; act as liaison between customers and internal teams.
🛠️ Requirements
- 3+ years in customer success, account management, or a comparable client-facing role in B2B SaaS.
- Demonstrated ability to manage a mid-size (40-50) book of accounts without letting things slip — strong organization, prioritization, and follow-through.
- Clear, professional written and verbal communication, including the ability to run a crisp customer call or screen-share.
- Proficiency with a CRM and customer success tooling; comfort working from data and usage signals.
- Self-directed and process-oriented — someone who can run playbooks consistently and improve them over time.
- Familiarity with CRM’s, Customer Success, and Product-analytics tooling (We use Hubspot, Vitally, and Pendo).
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