[Hiring] Customer Success Specialist @Wiley

Role Description

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.

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. ReadCloud, 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.

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.

Benefits

• Meeting-free Friday afternoons allowing more time for heads down work and professional development.
• Opportunities to foster community, learn, and grow through a robust body of employee programming.
• Commitment to fair, transparent pay and competitive compensation.
• Comprehensive benefits package.