Customer Success Manager

Wiley

Associate Manager, Customer Success with Wiley, enhancing customer engagement and satisfaction through effective management and strategic initiatives.

Posted 7/17/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$63,200 - CA$88,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on customer relationship optimization, success metrics tracking, and onboarding initiatives. Proficient in utilizing customer success platforms and CRM systems to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer Success ManagementCustomer Relationship ManagementCRM SystemsCustomer Success MethodologiesCustomer Journey Mapping

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ProgramsOnboarding InitiativesSuccess Metrics TrackingCustomer Health MonitoringProcess ImprovementsPerformance AnalysisQuality AssuranceOperational ExcellenceCustomer Feedback AnalysisCustomer Training Programs

Soft Skills

Interpersonal SkillsProblem-Solving SkillsCollaborative ApproachService-Oriented MindsetAttention to Detail

Tools & Technologies

Customer Success PlatformsCRM ManagementCustomer Engagement Tools

Industry Keywords

Customer Lifecycle ManagementRetention StrategiesGrowth OptimizationCustomer SatisfactionCustomer Success Consultation

About the role

Key responsibilities & impact

Provide specialized expertise in customer success management and customer relationship optimization
Execute customer success programs, onboarding initiatives, and customer engagement activities
Support customer health monitoring, success metrics tracking, and customer journey optimization
Develop and maintain customer success processes, documentation, and best practices
Coordinate customer success communications, outreach programs, and relationship-building activities
Assist with customer feedback collection, analysis, and insights development
Support customer training programs, educational initiatives, and success enablement activities
Execute customer success reporting, performance analysis, and customer health assessments
Coordinate with sales teams and account management for customer success alignment and support
Provide customer success consultation and support to customers and internal stakeholders
Support customer success technology platforms, CRM management, and system optimization
Assist with customer success process improvements, quality assurance, and operational excellence
Coordinate with cross-functional teams to optimize customer experience and success outcomes
Provide operational support and consultation to customer success management and leadership
Other specialized customer success and customer relationship management responsibilities as assigned

Requirements

What you’ll need

Bachelor’s degree in business, Communications, Marketing, or related field
2-3 years of customer success, account management, or customer relationship management experience
Strong customer relationship management and communication capabilities
Excellent interpersonal and customer-focused problem-solving skills
Experience with customer success platforms, CRM systems, and customer engagement tools
Knowledge of customer success methodologies, customer journey mapping, and success metrics
Strong attention to detail and ability to manage multiple customer relationships and programs
Collaborative approach and ability to work effectively with customers and internal teams
Service-oriented mindset with focus on customer satisfaction and success outcomes
Understanding of customer lifecycle management, retention strategies, and growth optimization
Continuous improvement approach and adaptability in evolving customer success environments
Results-driven with focus on customer satisfaction, retention, and success metrics.

Benefits

Comp & perks

Professional development opportunities
Robust body of employee programming
Flexible work arrangements