At a Glance
- 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.
- 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 30000 - 42000 £ 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
VitalSource is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture that fosters collaboration and innovation. With the flexibility of a hybrid role based in Milton Keynes, employees enjoy a balanced work-life environment while engaging with diverse global publishers, ensuring meaningful contributions to their success. The company’s commitment to nurturing talent and providing opportunities for advancement makes it a rewarding place to build a career.
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 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 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 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.
