Customer Success Manager

VitalSource®, is hiring Customer Success Manager (Publisher) to contribute to International Customer Operations- supporting Publishers team located in Milton Keynes, United Kingdom. This is a hybrid role, primarily remote with occasional in-office collaboration. The position includes up to 25% travel, mainly for customer meetings, events, and other business-related activities as needed. 

Key Responsibilities:

• Publisher Account Management:
  Build and maintain strong relationships with publisher stakeholders and understand their commercial objectives.
  Act as a trusted advisor, aligning VitalSource solutions to customer goals.

• Revenue Retention and Growth Support:
  Support retention and identify opportunities to expand content distribution and increase revenue.
  Partner with Sales on renewals, pricing discussions (including FTE models), and account planning.

• Content Performance and Optimization:
  Monitor and analyse content performance and customer health using Looker and Churn Zero and various internal systems.
  Provide actionable insights to improve discoverability, engagement, and monetization.

• Customer Engagement and Enablement:
  Proactively engage customers through regular check-ins and performance discussions.
  Deliver training and guidance to drive adoption of VitalSource products and services.

• Implementation and Coordination:
  Support onboarding of publishers and content, ensuring smooth integration.
  Coordinate with internal teams to deliver against customer needs and timelines.

• Cross-functional Collaboration:
  Act as the voice of the customer internally and support issue resolution.
  Collaborate with Product, Support, Sales, and other teams to improve the customer experience.
• Operational Excellence:
  Maintain accurate records in Salesforce and monitor account health and usage trends in Churn Zero.
  Use data to priorities actions and track progress against customer goals.

•         Additional Responsibilities:

Utilize Looker and Churn Zero to support reporting, analysis, and customer health tracking.
Collaborate with Sales, Marketing, Finance, and various teams to support customer success initiatives.
Contribute to improving product adoption and overall customer experience.

Required Qualifications:

• Bachelor’s degree or directly related year-for-year experience
• 3 years’ customer success or account management experience
• Experience utilizing BI tools (e.g. Qlik, Looker, Metabase, etc.)
• CRM expertise (e.g. Salesforce)
• Microsoft Office expertise

Physical Requirement:

• Work Environment: This role is based in a standard office environment.
• Physical Requirements: Sedentary work requiring extended periods at a workstation.
• Skills and Abilities: Proficient in communication, critical thinking, and task execution.
• Computer Proficiency: Skilled in using computers and standard office equipment for extended periods.

This position requires working comfortably in an office setting, performing sedentary tasks, and using computer equipment efficiently for prolonged durations.

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