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

Job Description:

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

Location:

Hoboken (HQ), NJ, USA

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

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 customer's 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.

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applic