At a Glance
- Tasks: Manage relationships with top academic publishers and drive their success with VitalSource.
- Company: Join a leading edtech company recognised for innovation and impact in education.
- Benefits: Enjoy hybrid work, private medical and dental insurance, and generous leave policies.
- Other info: Be part of a supportive team that values your growth and wellbeing.
- Why this job: Make a real difference in the education sector while developing your career in a dynamic environment.
- Qualifications: 3 years in customer success or account management, with a passion for education technology.
The predicted salary is between 42750 - 52250 £ per year.
Vital Source®, is hiring a (n) Customer Success Manager to contribute to our International Publisher Success team located in Milton Keynes, United Kingdom.
This is a hybrid role, predominantly home-based, with some in-office days and travel required.
Summary
Our International Publisher Success team manages relationships with some of the world's largest academic publishers globally outside of North America, helping them get the most from their partnership with Vital Source and driving sustainable growth across their digital portfolios.
We're looking for a Customer Success Manager (Publisher) to join our international team.
This is a relationship-first role, you'll own a portfolio of academic publisher accounts across an assigned region, acting as their primary point of contact and internal advocate at Vital Source.
Your job is to understand your publishers' commercial and operational goals, surface opportunities, and flag risks early.
When issues arise, you'll troubleshoot, elevate where needed, and see problems through to resolution.
You'll work cross-functionally with multiple internal teams, and you'll be expected to represent your publishers' interests credibly and assertively.
This is a complex environment.
Publishers work across multiple products and business models, each with different commercial structures, platform requirements, and stakeholder landscapes.
You'll need to get across that complexity and hold it across a portfolio of accounts at different stages of maturity.
Key Responsibilities
- Own and manage a portfolio of international publisher accounts, serving as their primary relationship contact at Vital Source
- Drive account health by helping publishers meet their goals, navigate industry challenges, and get maximum value from their partnership with Vital Source
- Lead publisher discovery conversations, reviews, and strategic check-ins tailored to each account's goals and maturity
- Identify and elevate risks early, churn signals, platform friction, contractual ambiguity, rather than waiting for publishers to raise them
- Work collaboratively with internal teams
- Step in confidently when a publisher has an issue, troubleshooting, coordinating internally, and keeping the publisher informed throughout
- Contribute to team processes, documentation, and internal knowledge-sharing, this team runs on good process, and everyone is expected to maintain it
- Represent publisher needs clearly and credibly in conversations with internal teams
- Use various internal systems, analytics, and project management platforms as part of your daily workflow
Required Qualifications
- Bachelor’s degree or directly related year-for-year experience
- 3 years’ experience in a customer success, account management, or publisher relations role within edtech, digital publishing, or higher education technology
- Genuine understanding of how academic publishers operate their commercial pressures, digital distribution priorities, and institutional sales cycles
- Demonstrated ability to manage a complex, multi-account portfolio without losing quality or detail on individual relationships
- Confidence working cross-functionally, with other departments, holding your own in those conversations
- Strong written and verbal communication; able to adapt tone and framing for publisher contacts, internal stakeholders, and senior leadership
- Comfortable with ambiguity and incomplete information, you can make a sound judgment call without waiting for perfect data
- Experience using multiple systems as working tools, not just record systems
- Organised and process-driven, you document, you follow up, and you close loops without being chased
- Familiarity with the broader digital textbook and library platform ecosystem
Physical Requirement
- Work Environment: This role is based in a standard office environment.
- Physical Requirements: Sedentary work requiring extended periods at a workstation.
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: Vital Source 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
Vital Source Technologies, LLC has powered digital content delivery across the higher education ecosystem for over 30 years.
Winner of the 2024 CODi E award for Most Innovative Ed Tech company, Vital Source delivers more than 28 million learning materials globally each year.
With unmatched scale, the Vital Source 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 and follow us on Linked In.
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
- #J-18808-Ljbffr
Customer Success Manager employer: VitalSource Technologies LLC
VitalSource Technologies, LLC is an exceptional employer that prioritises employee growth and development within a dynamic and supportive work culture. With the opportunity to work remotely while managing global accounts from Milton Keynes, employees benefit from a flexible work environment, comprehensive training, and a strong emphasis on collaboration across teams, making it a rewarding place for those looking to make a meaningful impact in the academic publishing sector.
Contact Details:
VitalSource Technologies LLC Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VitalSource Technologies LLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like VitalSource Technologies LLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to VitalSource Technologies LLC:Your cover letter is your chance to shine! Tell us why you want to work at VitalSource Technologies LLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at VitalSource Technologies LLC!
How to prepare for a job interview at VitalSource Technologies LLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
