Manager, Customer Success
Description
VitalSource®, is hiring a Manager, Customer Success to contribute to our Akademos Enablement team located in Raleigh NC, Chicago IL, Franklin TN, or Boston MA (preferred locations). Applicants outside of these preferred locations will still be considered.
In this impactful role, you’ll oversee team development, performance metrics, and operational workflows—ensuring timely case resolution, optimized workload distribution, and continuous improvement. You’ll also play a key role in analyzing data, identifying process efficiencies, and proactively communicating trends and insights to leadership. If you’re ready to align people, processes, and performance with company goals, we want to hear from you!
Key Responsibilities:
People & Team Management
- Leadership: inspires and motivates reports; directs work group toward common goal.
- Planning & Organizing: establishes appropriate priorities; anticipates future needs.
- Strategic Thinking: supports Director in strategic/operational planning to develop key business strategies to support operational goals.
- Team Management: serves as a role model; provides opportunities for directs’ professional development and advancement; resolves conflict; establishes expectations and accountability.
Analysis
- Categorize volume and identify trends of Salesforce cases.
- Work internally to find operational efficiencies term-over-term.
- Summarize and rank product feedback for Product team to guide strategic roadmap.
- Synthesize & escalate client-specific issues for team members.
Customer Engagement
- Identify areas for customers to make better use of VST’s tools
- Guide customers through best practices for product usage
- Other duties as assigned by supervisor/leadership.
Supervisory Responsibilities
• Directly supervises a team of Customer Success professionals, including onboarding, training, performance management, and professional development.
• Delegates tasks and projects effectively, monitors progress, and ensures accountability.
• Provides coaching, feedback, and performance reviews to direct reports.
• Serves as an escalation point for complex issues within the team.
• Ensures accurate and timely completion of Salesforce queue assignments and case documentation.
• Maintains consistent team communication aligned with organizational goals and updates.
• Tracks and ensures adherence to team KPIs such as response times, resolution metrics, and queue hygiene.
• Cultivates a collaborative and high-performing team culture, fostering open communication and growth.
Support
- Triage of customer and product escalation issues.
- Escalations to internal teams.
Required Qualifications:
- 2+ years of project management or customer/account success or support experience.
- Bachelor’s degree in Business, Communications, Information Systems, or a related field preferred. Equivalent experience may be considered in lieu of a degree.
- Prior experience with CRM tools (e.g. Salesforce) and Microsoft Excel highly preferred.
Technical Skills:
• Salesforce proficiency
• Strong Excel skills for data analysis, tracking metrics, and identifying trends.
• Ability to monitor case response/resolution metrics and ensure accurate data entry and status tracking.
• Capable of training team members on product subject matter and platform usage.
• Familiarity with operational and procedural documentation best practices.
• Aptitude for applying new knowledge, technologies, and procedures to evolving job requirements.
Soft Skills & Competencies:
• Effective communication skills, both verbal and written, with the ability to deliver constructive feedback and present to internal stakeholders.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to delegate tasks appropriately and manage team workflows efficiently.
• Flexible and capable of managing multiple priorities under dynamic conditions.
• Demonstrated ability to foster cooperative working relationships and maintain professionalism in varied situations.
Salary Range: $92,000 to $112,500
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: Opportunities for fitness challenges and rewards.
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