Senior Customer Success Manager for AI, Rights & Licensing Solutions at Wiley. Building customer relationships and driving product adoption for early adopters in research and corporate markets.
About the role
- Customer Success Specialist managing partner accounts for Togetherhood. Responsible for building strong relationships, tailoring programs, and ensuring account success and satisfaction.
Responsibilities
- Own the end-to-end success of each partner site, from onboarding to long-term growth, renewals, and retention.
- Build strong, collaborative relationships with partner stakeholders to ensure satisfaction and continued use of Togetherhood services.
- Tailor enrichment program recommendations to each partner’s goals, demographics, and community needs.
- Manage daily issues and resolve them with an ownership mindset.
- Conduct quarterly business reviews (QBRs), seasonal renewals, and NPS surveys to drive account expansion and retention.
- Be a subject matter expert on Togetherhood’s platform and catalog, and ensure partners use both effectively.
- Oversee day-to-day operations, ensuring high-quality execution through provider onboarding and ongoing support.
- Serve as a liaison between providers and partners, facilitating smooth communication and prompt problem resolution.
- Collaborate with fellow Customer Success teammates to align on best practices across programs and communities.
- Work closely with Sales, Talent, and Operations teams to optimize account performance and strategic initiatives.
Requirements
- Bachelor’s degree required.
- 5+ years of experience in school operations or account management, including 3+ years in a leadership or management role.
- Deep experience managing high-value accounts and driving business outcomes through client relationships.
- Highly skilled in Excel, Google Sheets, and familiar with tools like Asana and HubSpot.
- A strategic thinker with strong attention to detail who thrives in ambiguity and fast-paced environments.
- A relationship-builder with high emotional intelligence and the ability to gain trust across diverse communities.
- Committed to education equity and access to high-quality enrichment opportunities for all children.
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