Build and maintain strong relationships across your accounts, understand stakeholder goals, and act as the customer’s advocate within VitalSource.
Proactively engage customers, deliver training, and drive adoption of VST tools and products to ensure they realize value and return on investment.
Document customer organisational structures, manage expectations, champion the VST value proposition, and develop strategies to increase product usage and satisfaction.
Lead onboarding and integration projects, create and manage project plans, coordinate internal resources, and ensure timely delivery across departments.
Act as a liaison between customers and internal teams (Product, Support, Inventory, Integrations, Sales, Legal, etc.), advocating for customer needs and priorities.
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.
Track progress on internal deliverables, maintain detailed documentation in Salesforce, and capture key customer-specific business knowledge.
Provide creative solutions to complex business and technical challenges, deliver effective product demonstrations, and support strategies to drive product saturation across your portfolio.

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.
Proficiency in ChurnZero, Salesforce, Qlik, Looker, Metabase, and Microsoft Office Suite.
Ability to analyze financial and performance metrics.

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.

Customer Success Manager

Key skills