Customer Success Specialist

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact.

Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what's possible within science and learning.

We are a culture that obsesses over impact, challenges, and drives what's next to power infinite possibilities for our customers, colleagues and society at large.

About the Role

Job Description Summary

Customer Success Specialists work directly with schools, Heads of Department, teachers, and technology managers to drive successful implementation, usage, and retention of Jacaranda's whole-school digital solutions and institutional licences.

They manage a territory with a retention target while also supporting the smooth onboarding of newly won business.

The role combines hands-on, face to face and virtual training and course setup with ongoing relationship management, technical troubleshooting, and usage monitoring to ensure schools get real value from Jacaranda's digital products year after year.

Job Description Responsibilities

• Assist faculty in implementing and integrating Jacaranda's whole-school digital solutions and institutional licences.
• Conduct face-to-face and virtual training and check-ins to set schools up for success.
• Track engagement and usage across adoptions to identify gaps, red flags, and opportunities for retention or expansion.
• Own a territory-level retention target by formulating and executing retention strategies, proactively health-checking key contacts, and promoting new features relevant to each school's needs.
• Work with school IT teams prior to adoption to test integrations, then manage post-adoption setup, account creation/fulfilment, and access provisioning.
• Act as the go-to expert on Jacaranda's digital solutions, the platforms they integrate with, and intermediary platforms (e. g. Read Cloud, Campion, Box of Books).
• Provide access and technical support for schools, logging and escalating issues clearly to the development team, and spotting trends that point to larger technical problems.
• Maintain accurate account and engagement records in Salesforce, and feed customer intelligence (issues, feedback) back to product, publishing and marketing teams.
• During Terms 2-4, work directly with school leaders to confirm re-adoption, including SLAs and Purchase Orders.
• Collaborate closely with Sales, marketing, technology, and publishing teams to ensure schools receive consistent, high-quality support.

Skills

• General awareness of digital learning products and services
• Strong written and verbal communication, with the ability to lead effective presentations to both large groups and individuals
• Ability to follow structured sales and support processes
• Familiarity with CRM platforms (preferably Salesforce) and aptitude for learning in-house systems
• Time management and organizational skills
• Adaptability in a fast-paced environment
• Courtesy and professionalism in customer interactions
• Calm, steady approach to problem-solving with strong critical thinking skills

Qualifications

• Experience in a Sales, Customer Success, or similar customer-facing role, with a customer-service orientation
• Ability to present effectively in group and one-on-one settings
• Experience supporting digital platforms and training users
• Self-starter with strong listening and execution skills
• Basic understanding of customer success and retention strategies
• Must be eligible to obtain a Working with Children Check
• Requires a driver's licence and car, with travel to schools (multiple times a week at peak periods)
• Desirable: experience teaching or working in a high school environment; experience using Learning Management Systems

We power infinite possibilities.

For more than 200 years, we've transformed knowledge into discoveries that shape the world.

Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing-creating impact that reaches everywhere.

We're not just observers of progress.

We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.

Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Wiley is an equal opportunity/affirmative action employer.

We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws.

Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities.

Applicants who require accommodation to participate in the job application process may contact tasupport@wiley. com for assistance.

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