At a Glance
- Tasks: Be the go-to person for customers, ensuring they get the most out of our solutions.
- Company: Join VitalSource, a leader in digital content delivery for over 30 years.
- Benefits: Enjoy hybrid work, private medical and dental insurance, and education assistance.
- Other info: This role includes occasional travel for customer meetings and events.
- Why this job: Make a real impact by driving customer success and building strong relationships.
- Qualifications: 3+ years in customer success or account management; SaaS experience preferred.
The predicted salary is between 36000 - 60000 £ per year.
VitalSource®, 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 VitalSource 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 VitalSource.
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 VitalSource
- Drive account health by helping publishers meet their goals, navigate industry challenges, and get maximum value from their partnership with VitalSource
- 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: 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
Customer Success Manager in Milton Keynes 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 in Milton Keynes
✨Tip Number 1
Familiarise yourself with VitalSource's products and services. Understanding their offerings will help you engage in meaningful conversations during interviews and demonstrate your ability to drive customer success.
✨Tip Number 2
Network with current or former employees on LinkedIn. They can provide insights into the company culture and expectations for the Customer Success Manager role, which can be invaluable during your application process.
✨Tip Number 3
Prepare examples of how you've successfully managed customer relationships in the past. Highlight specific instances where you drove customer satisfaction and retention, as these are key responsibilities for the role.
✨Tip Number 4
Research the latest trends in customer success and SaaS solutions. Being knowledgeable about industry developments will show your commitment to the field and your potential to contribute to VitalSource's growth.
We think you need these skills to ace Customer Success Manager in Milton Keynes
Some tips for your application 🫡
Tailor Your CV:Make sure to customise your CV to highlight relevant experience in customer success, account management, or related fields. Emphasise your skills in building relationships and driving customer satisfaction, as these are key for the role.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer success and your understanding of VitalSource's mission. Mention specific experiences where you've successfully engaged customers and driven product adoption.
Highlight Relevant Skills:In your application, clearly outline your proficiency with tools like Salesforce, Qlik, Looker, and Metabase. Provide examples of how you've used these tools to analyse performance metrics or manage customer relationships.
Showcase Problem-Solving Abilities:Include examples in your application that demonstrate your problem-solving capabilities. Discuss situations where you provided creative solutions to complex challenges, particularly in a customer-facing role.
How to prepare for a job interview at VitalSource Technologies LLC
✨Understand the Company and Its Values
Before your interview, take some time to research VitalSource and its mission. Familiarise yourself with their products and services, especially in the context of customer success. This will help you align your answers with the company's values and demonstrate your genuine interest.
✨Showcase Your Relationship-Building Skills
As a Customer Success Manager, building strong relationships is key. Prepare examples from your past experiences where you've successfully managed client relationships, resolved conflicts, or enhanced customer satisfaction. Highlight your interpersonal skills and how they contributed to customer retention.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and approach to customer challenges. Think of specific situations where you had to implement solutions or manage projects effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Your Technical Proficiency
Since the role involves using tools like Salesforce, Qlik, and Looker, be ready to discuss your experience with these platforms. If you have any relevant certifications or training, mention them. Showing your technical skills will reassure the interviewer of your capability to handle the job's demands.
