Sr. Customer Success Manager – AI, Rights & Licensing Solutions for Research & Corporate Markets

Job Description:

Location:

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 whats possible within science and learning. We are a culture that obsesses over impact challenges and drives whats next to power infinite possibilities for our customers colleagues and society at large.

About the Role:

The Senior Customer Success Manager (CSM) for AI Rights & Licensing Solutions plays a key strategic role by partnering with the Senior Director of Customer Success & Education to develop and expand post-adoption customer success and education programs. These programs support customers who have purchased our new AI-powered content rights and licensing solutions across research and corporate markets. The Senior CSM is responsible for managing customer relationships throughout their subscription lifecycle and assists the Senior Director in creating an onboarding program that ensures swift time-to-value helping to drive renewals. This position offers the ideal candidate both direct experience in customer management and the chance to collaborate with leadership to build a comprehensive customer success and education initiative from the ground up.

Reporting to the Senior Director of Customer Success the Sr CSM will help develop the post adoption customer experience driving onboarding product adoption and value realization for our early adopter customers. This work will directly influence both our customers success and the evolution of our AI product strategy. This person needs to understand the research publishing industry content licensing AI and corporate health markets plus can leverage technology tools Sales Force CRM Gainsight and Power BI.

How you will make an impact:

Account Leadership & Customer Partnership

• Build and maintain strategic relationships with early adopter customers positioning yourself as a trusted advisor who understands their research objectives and operational challenges.
• Lead customers through a structured onboarding journey establishing clear success metrics and implementation timelines.
• Represent the customers voice internally advocating for their needs and translating feedback into actionable insights for product marketing and go-to-market teams.

Program Development & Strategy

• Work with early adopters to understand their workflows challenges and success criteria using these insights to design our AI right and licensing solutions customer success program.
• Partner with Sales leadership to identify resource gaps and develop solutions including onboarding templates customer education programs health tracking frameworks and best practices documentation.
• Build scalable processes that will support future CSM hires allowing the program to grow without sacrificing quality or personalization.

Cross-Functional Leadership

• Establish working relationships with Product Marketing and Go-to-Market teams to align on customer needs feature prioritization and launch coordination.
• Collaborate with Customer Education and Technical Support teams to develop comprehensive onboarding programs tailored to our AI customer base.
• Contribute to AI solutions go-to-market strategy by providing customer insights on competitive positioning value messaging and market opportunities.

Success Metrics & Business Impact

• Establish and track key success metrics including adoption rates time-to-value customer health scores and net retention.
• Drive revenue retention and expansion through proactive customer engagement demonstrating value realization and identifying upsell opportunities.

We power infinite possibilities.

For more than 200 years weve transformed knowledge into discoveries that shape the world. Today our global team of innovators creators and experts is driving whats next in science education and publishingcreating impact that reaches everywhere.

Were not just observers of progress. Were 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 individuals 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 for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates needle movers and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development and through a robust body of employee programing we facilitate a wide range of opportunities to foster community learn and grow.

We are committed to fair transparent pay and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wileys good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the United Kingdom Canada or USA. It is anticipated that most qualified candidates will fall within the range however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors including but not limited to geographic location skills and competencies.

When applying please attach your resume/CV to be considered.

Salary Range: