Role Description As a Customer Success Manager, you are responsible for maximizing digital implementation, usage, retention, and expansion of Wiley’s digital solutions. Working closely with field sales or account managers, the Customer Success Manager brings their expertise to provide a range of services to customers, including: - Developing successful course implementation solutions - Training - Course fulfillment/setup - Monitoring course usage and trends - Driving digital conversions and account expansions The Customer Success Manager will be a key resource in delivering Wiley’s commitment to exceptional customer advising, support, retention, and expansion of digital usage in their territory. They will work with existing and new customers to create and implement their digital solutions and will work with their field sales or account manager partners to expand their digital footprint. Qualifications - Undergraduate degree - 2-4 years of relevant work experience in a similar function - Previous customer service, sales support and/or tech product support exposure - Able to lead effective presentations to internal and external customers, in both large groups and one-on-one settings - Strong written and verbal communication skills - Strong relationship building skills - Excellent organization and time management skills - Ability to learn and apply technical expertise with new and existing platforms - Strong skill set to train and implement digital solutions - Self-starter with the ability to maximize time and generate high ROI by leveraging strong listening skills to understand and execute digital solutions - Adaptable: can navigate complex sales processes with multiple decision makers Requirements - Responsible for reconfirming and retaining current customers while expanding digital usage at installed base accounts - Responsible for assisting faculty in implementing and integrating Wiley’s digital solutions - Consult with instructors on implementation and curriculum design, execute individual and departmental training plans - Collaborate with field sales/account manager to review the status of opportunities, existing business, and expansion opportunities - Partner with field sales/AM to identify priority customers and participate in effective retention strategies to reduce digital churn - Drive and support pilots across the territory with follow-up, surveys, assistance with the platform, and questions - Assist AM with converting the pilot to an adoption - Collaborate with field sales/AM partner weekly or biweekly on adoption strategies to effect expansion and digital penetration - Proactively follow up with customers to ensure a positive experience using Wiley products - Conduct re-training with key customers to ensure all large adoption customers are “power users” - Provide deep integration support on various LMS / LTI implementations - Provide regular account and adoption intelligence in SFDC after working with customers - Analyze and drive digital usage data via activations reports for priority adoptions after back-to-school period ends - Review vendor reports at specific times during the season for IA courseware adoptions Benefits - Meeting-free Friday afternoons allowing more time for heads down work and professional development - Robust body of employee programming to facilitate a wide range of opportunities to foster community, learn, and grow - Commitment to fair, transparent pay and competitive compensation - Comprehensive benefits package

• Deliver a high level of professionalism, empathy, and compliance with every inbound and outbound customer interaction • Actively listen to identify customer needs and provide clear guidance on available plans, benefits, resources, and services across multiple carriers, which may include enrolling customers into new plans when appropriate • Clearly explain plan benefits, coverage details, claims-related questions, and carrier communications in a way that is easy to understand • Ask thoughtful, compliant questions to uncover broader customer needs, including social or situational factors that may impact healthcare decisions • Support customer retention and satisfaction by helping customers navigate complex Medicare decisions and resolve issues efficiently • Partner with sales, service, and carrier teams to resolve issues related to enrollment, disenrollment, eligibility, and plan changes • Provide feedback and insights to support continuous improvement, test-and-learn efforts, and proactive outreach initiatives

Role Description In the Client Success Agent role, you’ll bring courage into every conversation, empowering clients with the confidence to take control of their financial future. Your compassion and expert guidance will inspire resilience and progress throughout their debt relief journey. The Client Success Agent provides exceptional voice support in an unscripted environment for clients enrolled in the company’s debt settlement program. A typical day includes: - Handling inbound and outbound calls regarding complex financial situations - Maintaining accurate account documentation - Building strong rapport with clients By exemplifying the company’s core values, Client Success Agents help drive high satisfaction and ensure clients receive the best possible service experience. This position has an expected start date of 6/15/2026. This is a full-time remote role. We are currently hiring for positions in AZ, FL, GA, MI, NC, NV, OK, PA, SC, TN, TX, and UT. The Client Success Agent role includes two levels that reflect increasing proficiency, scope, and responsibility: - Client Success Agent I – Developmental stage focused on mastering core responsibilities. - Client Success Agent II – Applies advanced knowledge and manages more complex client scenarios, including legal and escalation related matters. Responsibilities - Utilize CRM software (Salesforce) to respond to client calls and address concerns. - Resolve client inquiries and complex financial situations using empathy, confidence, and subject matter knowledge. - Document client discussions clearly and concisely. - Present settlement proposals to clients for approval. - Guide clients toward next steps to progress toward their financial goals. - Escalate and direct clients to leadership or other departments as needed. Level Distinction - Client Success Agent I – Development Track (Level 1) - Complete required Client Success Agent training and demonstrate proficiency in core responsibilities. - Handle standard client inquiries and occasional legal overflow using foundational legal training. - Build proficiency in client de-escalation, solutioning, and problem resolution. - The development track may last up to six months and includes both training and production time before consideration for advancement. - Client Success Agent II (Level 2) - Primarily manage legal, pre-legal, lawsuit, summons, and creditor escalation calls. - Conduct complex de-escalations with distressed or high-stakes client situations. - Maintain elevated compliance standards and documentation accuracy. Qualifications - High school diploma or equivalent required; bachelor's degree preferred. - Minimum 2 years in a customer service or relationship-based support role required. - Financial services or banking experience preferred. - To qualify for Client Success Agent II, individuals must: - Successfully complete all components of the Client Success Agent I role, including required training. - Demonstrate proficiency in core responsibilities and sustain performance expectations. - Complete up to six months of experience as a Client Success Agent I (inclusive of training and production time). Requirements - Ability to de-escalate vulnerable clients using empathy and active listening. - Strong working knowledge of client service processes and use of internal knowledge bases. - Exceptional attention to detail; strong organizational and multi-system navigation skills. - Strong critical thinking and problem-solving abilities. - Ability to remain calm, confident, and professional when handling complex issues. - Proficiency in Microsoft Excel and Office. - Ability to clearly explain debt settlement program details. - Ability to recall and accurately document detailed client conversations in Salesforce. Benefits - Generous Medical, Dental, and Vision Benefits - 401(k) with Company Match - Paid Holidays, Volunteer Time Off, Sick Days, and Vacation - 12 weeks Paid Parental Leave - Pre-tax Transit Benefits - No-Cost Life Insurance Benefits - Voluntary Benefits Options - ASPCA Pet Health Insurance Discount - Wellness Incentive Program

We are seeking a proactive and customer-focused Client Success Manager to build strong relationships with clients, ensure successful product/service adoption, and drive long-term customer satisfaction and retention. The ideal candidate will act as a trusted advisor to clients, helping them achieve their business goals while identifying opportunities for growth and improvement. Key Responsibilities Serve as the primary point of contact for assigned clients, ensuring a high level of satisfaction and engagement Build and maintain strong, long-term relationships with clients through regular communication and strategic support Guide clients through onboarding, implementation, and ongoing use of products or services Monitor client performance metrics, usage trends, and satisfaction levels to identify opportunities for improvement Proactively address client concerns, resolve issues, and escalate complex matters when necessary Collaborate with internal teams (Sales, Product, Support, and Operations) to deliver seamless client experiences Identify upsell and cross-sell opportunities aligned with client needs and business objectives Develop and deliver reports, presentations, and business reviews to stakeholders Gather client feedback and advocate for enhancements to products, services, or processes Maintain accurate records of client interactions, account status, and performance metrics in CRM systems. Required Qualifications Bachelor's degree in Business Administration, Marketing, Communications, or a related field (or equivalent experience) 3–5 years of experience in client success, account management, customer support, or a related role Strong interpersonal and relationship management skills Excellent communication, presentation, and problem-solving abilities Ability to manage multiple client accounts and prioritize effectively Proficiency with CRM tools (e.g., Salesforce, HubSpot, or similar platforms) Analytical mindset with the ability to interpret data and make strategic recommendations. Preferred Qualifications Experience in a remote or distributed work environment Background in SaaS, technology, healthcare, or professional services Knowledge of customer success metrics (e.g., churn rate, retention rate, NPS) Work Schedule Standard business hours (Monday–Friday) with flexibility based on client needs. Occasional extended hours may be required for client meetings or project deadlines. Benefits Competitive salary or hourly compensation Flexible work environment (remote/hybrid options) Paid time off (PTO) and company holidays Health, dental, and vision insurance Retirement savings plan (e.g., 401(k) with company match) Professional development and career growth opportunities Equal Opportunity Statement We are an equal opportunity employer committed to fostering a diverse and inclusive workplace.