Senior Customer Success Manager

Customer SuccessRemote, United States

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Description

 

VitalSource®, is hiring a Senior Customer Success Manager to contribute to our Customer Operations team located remotely within the United States.

 

We are looking to add a Senior Customer Success Manager to our team here at VitalSource! In this role, you will be part of the customer success team that is the face of VitalSource to our customers. You will be responsible for customer revenue retention and growth by understanding customers’ goals and objectives and ensuring customers realize value. In this role, you will manage key and/or strategic accounts with a heavy focus on delivering financial results and long-range project deliverables.

VitalSource is a mission-driven company delivering affordable, impactful learning to anyone, anywhere.

 

Key Responsibilities:

  • Develop/maintain C-level relationships (dean, provost, VP, etc.) between VitalSource and customers.
  • Develop/maintain effective customer leverage points.
  • Understand stakeholder needs, goals, & agendas
  • Advocate for customers’ business cases internally during strategic roadmap planning.
  • Communicate and advocate customer needs to internal stakeholders.
  • Drive saturation & growth, with emphasis on strategic accounts with high opportunity value.
  • Create customer-facing and cross-functional project plans and hold regular project meetings to ensure successful implementation.
  • Document all projects and customer communications in Salesforce.
  • Document customer-specific business knowledge—custom user experience, content procurement process, content distribution process, escalations, support, specialty ops processes.
  • Solution selling/creative solutioning of complex customer business and/or technology problems
  • Monitor tasks handed off to CS Enablement, Integrations, Inventory, and Operations teams to ensure timely and comprehensive customer satisfaction.

 

Required Qualifications:

  • 6 years’ customer success or account management experience
  • Experience utilizing BI tools (e.g. Qlik, Looker, Metabase, etc.)
  • CRM expertise (e.g. Salesforce)
  • Microsoft Office expertise
  • Travel Requirement: 25%

 

Preferred Skills:

  • Selling and Negotiating Skills
  • Domain and Product Knowledge
  • Communication Skills
  • Organizational/Project Management Skills  
  • Diagnostic/Problem-Solving Skills

 

Salary Range: $70,000 to $95,000

 

What We Offer:

  • Culture: Collaborative, Inclusive, and Mission-driven 
  • More in your pocket: Competitive base salary and a strong variable component 
  • We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance 
  • Retirement: 401K match up to 5%  
  • We support our families: 12 weeks of paid parental leave
  • Continued education: Use our tuition reimbursement program
  • The Importance of Balance: start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days
  • Flexibility: flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home
  • Wellness: lots of opportunities for fitness challenges and rewards

 

Who We Are:

VitalSource is the leading education technology solutions provider committed to helping partners create, deliver, and distribute affordable, accessible, and impactful learning experiences worldwide. As a recognized innovator in the digital course materials market, VitalSource is best known for partnering with more than 1,000 publishers and resellers to deliver extraordinary learning experiences to millions of active users globally—and today we’re also powering new, cutting-edge technologies designed to optimize teaching and learning for maximum results. Learn more at https://vitalsource.com and follow us on Twitter, LinkedIn, and Instagram.

 

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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