Customer Success Manager

VitalSource®, is hiring a Customer Success Manager to contribute to our International Customer Success - supporting Institutions and Resellers team located in Milton Keynes, United Kingdom. This is a hybrid role, primarily remote with occasional in-office collaboration. The position includes up to 20% travel, mainly for customer meetings, events, and other business-related activities as needed. 

Step into a high-impact role with the Customer Success team, where you won’t just support customers — you’ll shape their success. As a trusted advisor and strategic partner, you’ll drive satisfaction, retention, and growth by deeply understanding customer goals and helping them unlock the full value of our solutions. We’re looking for a dynamic Customer Success Manager who excels at building lasting relationships, leading seamless onboarding experiences, and turning engagement into long-term impact. If you’re energized by creating measurable success and making a difference for every customer you serve, this is your opportunity to lead from the front.

Key Responsibilities:

• Customer Relationship Management: Build and maintain strong relationships across your accounts, understand stakeholder goals, and act as the customer’s advocate within VitalSource. 
• Customer Enablement & Engagement: Proactively engage customers, deliver training, and drive adoption of VST tools and products to ensure they realise value and return on investment. 
• Strategic Account Oversight: Document customer organisational structures, manage expectations, champion the VST value proposition, and develop strategies to increase product usage and satisfaction. 
• Implementation & Project Management: Lead onboarding and integration projects, create and manage project plans, coordinate internal resources, and ensure timely delivery across departments. 
• Cross-functional Collaboration: Act as a liaison between customers and internal teams (Product, Support, Inventory, Integrations, Sales, Legal, etc.), advocating for customer needs and priorities. 
• Financial Health & Growth: Monitor financial trends, protect and grow annual recurring revenue (ARR), manage contract optimisation, and identify opportunities for upselling and cross-selling using tools such as Qlik, Looker, and Metabase. 
• Operational Excellence: Track progress on internal deliverables, maintain detailed documentation in Salesforce, and capture key customer-specific business knowledge. 
• Solution-Oriented Approach: Provide creative solutions to complex business and technical challenges, deliver effective product demonstrations, and support strategies to drive product saturation across your portfolio. 

Required Qualifications:

•        3+ years in customer success, account management, or a related field.  
•        Prior experience with SaaS solutions and customer success platforms preferred.

Preferred Skills:

• Proficiency in ChurnZero, Salesforce, Qlik, Looker, Metabase, and Microsoft Office Suite.  
•  Ability to analyze financial and performance metrics.  

What We Offer:

• Hybrid working model: We offer flexible working options, allowing you to split your time between remote work and office-based work, providing you with the best of both worlds.
• Private Medical: We provide private medical insurance to all our associates to ensure they receive the best possible healthcare.
• Private Dental: We offer private dental insurance to all associates, helping you to maintain good oral health.
• Pension: We offer a comprehensive pension scheme to all our associates to help them save for their retirement.
• Travel Insurance: We provide travel insurance for all associates, the travel policy covers you for both business and leisure travel.
• Life Insurance: We offer life insurance to all associates to provide financial security for their loved ones in case of any unforeseen circumstances.
• Group Income Protection: We provide group income protection to all associates, providing them with a financial safety net in case of long-term illness or injury.
• Wellbeing and Support: Our company cares about the wellbeing of its associates and offers a range of wellbeing and support services, including mental health support, counselling, and employee assistance programmes.
• Maternity/Paternity Leave: VitalSource believes that the birth of a child is a special event and provides paid Maternity/Paternity leave to new parents. 
• Education Assistance: As our associates are our most valuable asset, we provide Education Assistance for our associates to further their education.

Who We Are:

VitalSource Technologies, LLC has powered digital content delivery across the higher education ecosystem for over 30 years. Winner of the 2024 CODiE award for Most Innovative Ed Tech company, VitalSource delivers more than 28 million learning materials globally each year. With unmatched scale, the VitalSource Learning Delivery Network is trusted by thousands of content providers and institutions worldwide to deliver impactful learning experiences, fuel affordable access programs, and drive a learning advantage for every student. Learn more at http://get.vitalsource.com/  and follow us on LinkedIn.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish