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- Tasks: Be the go-to person for customers, ensuring they get the most from 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.
- 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.
- Other info: This role includes occasional travel for customer meetings and events.
The predicted salary is between 30000 - 42000 £ per year.
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.
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Customer Success Manager employer: VitalSource
Contact Detail:
VitalSource Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with VitalSource's products and services. Understanding their offerings will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be a great advantage during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlighting your achievements in customer satisfaction and retention will showcase your capability to excel in this position.
✨Tip Number 4
Stay updated on industry trends and challenges in customer success management. Being knowledgeable about the latest developments will allow you to speak confidently about how you can contribute to VitalSource's goals.
We think you need these skills to ace Customer Success Manager
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 engage customers and drive product adoption.
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 inform customer strategies.
Prepare for Potential Questions: Think about how you would approach common challenges in customer success, such as managing multiple priorities or resolving customer issues. Be ready to discuss your problem-solving capabilities and how you can contribute to the company's goals.
How to prepare for a job interview at VitalSource
✨Understand the Company and Its Products
Before your interview, take the time to research VitalSource and its offerings. Familiarise yourself with their products and how they benefit customers. This knowledge will help you demonstrate your understanding of the company’s value proposition during the interview.
✨Showcase Your Relationship-Building Skills
As a Customer Success Manager, building strong relationships is key. Prepare examples from your past experiences where you successfully managed customer relationships, resolved conflicts, or enhanced customer satisfaction. Highlight your interpersonal skills and ability to advocate for customers.
✨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 interviewers of your capability to handle the job's demands.