Customer Success Specialist at Wiley in Remote, Queensland, AUS

Job description

• 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.
• 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.

Requirements

• 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

Skills

Required

• Adaptability in a fast-paced environment

Benefits

• We are proud that our workplace promotes continual learning and internal mobility. 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. 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. Wiley proactively displays target base pay range for United Kingdom, Canada and USA based roles.