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: Flexible working options and a supportive culture focused on wellbeing.
- 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 28800 - 43200 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Description
Position at VitalSource Technologies
VitalSource®, is hiring a Customer Success Manager to contribute to our International Customer Success 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.
- Strong interpersonal, presentation, and written communication skills.
- Ability to manage multiple priorities and customer requests effectively.
- Strong problem‑solving capabilities and attention to detail.
- Comfortable navigating cross‑functional environments.
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 programmes, 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
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Customer Success Manager in Milton Keynes employer: VitalSource Technologies
VitalSource Technologies, LLC is an exceptional employer that fosters a dynamic and inclusive work culture, offering a hybrid work model that promotes flexibility and work-life balance. Employees benefit from comprehensive training and development opportunities, empowering them to grow their careers in the fast-evolving SaaS landscape while being part of a collaborative team dedicated to driving innovation in educational technology across the UK and Ireland.
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 more effectively with customers and demonstrate how you can drive value for them.
✨Tip Number 2
Network with current or former employees on LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships in the past. Highlight your problem-solving skills and ability to drive customer satisfaction.
✨Tip Number 4
Research the latest trends in customer success and SaaS solutions. Being knowledgeable about industry developments will show your commitment to the role and your ability to contribute to the team's success.
We think you need these skills to ace Customer Success Manager in Milton Keynes
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights 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:In your cover letter, express your passion for customer success and how your background aligns with the responsibilities outlined in the job description. Use specific examples to demonstrate your ability to manage customer relationships and drive engagement.
Showcase Relevant Skills:Highlight your proficiency in tools like Salesforce, Qlik, Looker, and Metabase. Mention any experience you have with SaaS solutions and how you've used data to drive customer success in previous roles.
Proofread and Edit:Before submitting your application, carefully proofread your documents for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Customer Success Manager.
How to prepare for a job interview at VitalSource Technologies
✨Know Your Customer Success Metrics
Familiarise yourself with key customer success metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Be prepared to discuss how you have used these metrics in previous roles to drive customer satisfaction and retention.
✨Demonstrate Relationship-Building Skills
Prepare examples of how you've successfully built and maintained relationships with clients. Highlight your ability to understand their goals and advocate for their needs within the company, as this is crucial for a Customer Success Manager.
✨Showcase Problem-Solving Abilities
Be ready to discuss specific challenges you've faced in previous roles and how you approached solving them. This will demonstrate your solution-oriented mindset, which is essential for addressing complex customer issues.
✨Research VitalSource and Its Products
Take the time to learn about VitalSource's products and services. Understanding their value proposition will allow you to speak confidently about how you can help customers realise the full value of these solutions during the interview.
