About the Role
The Senior Coordinator, Client Success drives team effectiveness, bringing expert-level execution and autonomy to the Client Success Representative role while taking on additional operational responsibilities as strategic account management responsibilities for Large and Enterprise-level customers.
The Senior Coordinator will work with Large and Enterprise accounts to proactively monitor account health, identify growth opportunities in collaboration with Sales, lead quarterly business reviews with key strategic accounts, and serve as a trusted advisor with defined goals to drive retention and expansion. This role requires deep product expertise, strong relationship management skills, and business acumen to deliver high-touch support.
In addition, the Senior Coordinator will mentor team members and contribute to the overall success of the Client Success operation. Daily responsibilities include backup support for phone and email inquiries (replies, invoices, account creation, etc.), particularly when team members are on PTO or during high-volume periods. The Senior Coordinator will also serve as a subject matter expert, providing clarity and knowledge-sharing that other team members can rely on.
Job Responsibilities
Serve as primary contact for large/enterprise accounts, driving value and satisfaction for retention and growth
•Large and Enterprise clients direct and proactive support
•Complex client needs are anticipated and addressed proactively, strengthening account stability. Personalized demonstrations of new features and products
Onboard new clients, including account setup and hands-on guidance to ensure proper activation and reduce time to product consumption
•New clients are set up correctly and confidently
•Onboarding experience is tailored to each client's needs and technical proficiency
•Clients reach active product use faster through structured, personalized onboarding
Lead quarterly reviews with clients
•Monthly check-ins and quarterly business reviews
•Gather client feedback during reviews, and inform product and service improvements
•Reviews result in action plan that drive continued engagement and account expansion
Identify client account upsell opportunities
•Growth opportunities are recognized through deep understanding of client needs and usage patterns
•Collaboration with Account Manager to support revenue growth while maintaining client trust
Monitoring account health dashboards to address issues proactively
•At-risk accounts are identified early through data monitoring, enabling intervention before problems escalate
•Usage trends inform outreach strategies that drive engagement and product adoption
•Health metrics improve over time as proactive support reduces churn indicators
Performs all Client Success Representative responsibilities with increased efficiency and autonomy
•Coordinate with manager to ensure support needs are met with minimal direction
•Act as a reliable backup for frontline coverage
•Provide team mentorship through guidance, modeling best practices, and knowledge sharing
Required Qualifications
•2+ years of experience in client success, account management, or related roles
•Ability to work independently while staying aligned with team goals
•Sound problem-solving and decision-making skills, with the judgment to anticipate complex client needs
•Ability to manage competing priorities, especially during high-volume periods
•Strong communication and relationship-building skills, with the confidence to act as a trusted advisor
•Comfort using data, such as account health dashboards, to spot trends and act early
•Proactive, goal-oriented approach to client retention and growth
•Willingness to share knowledge and support junior team members' development
Preferred Qualifications
•Bachelor's degree, or equivalent work experience
•3+ years of experience managing Large or Enterprise B2B accounts
•Experience leading quarterly business reviews and turning client feedback into action plans
•Experience partnering with Sales or Account Management on upsell and renewal opportunities
•Proficiency with Salesforce CRM
•Familiarity with assessment, learning and development, or SaaS products
•Prior experience mentoring or training teammates
Compensation
The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting, for roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. 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.
Salary Range: 46,400.00 USD to 66,400.00 USD
