Senior Manager, Customer Success

VitalSource is a leading company in digital content delivery for higher education, and they are seeking a Senior Manager, Customer Success to lead their Customer Success team. This role involves driving customer retention, product adoption, and growth while overseeing the entire customer lifecycle and collaborating with various departments to enhance customer experience.

Responsibilities:

• Lead, coach, and develop a team of Customer Success Managers to deliver retention, adoption, and expansion outcomes across assigned customer segments or portfolios
• Set team goals, performance expectations, and operating rhythms aligned to customer outcomes, revenue retention, and growth objectives
• Oversee execution of the customer lifecycle, including onboarding coordination, value realization planning, risk management, and expansion readiness
• Review portfolio health, customer risk indicators, and growth opportunities to guide prioritization, escalation handling, and proactive engagement strategies
• Partner with Sales, Product, Operations, and Support to align customer strategy, improve service delivery, and resolve issues affecting customer outcomes
• Improve Customer Success processes, reporting, and engagement models to support scale, consistency, and better visibility into business impact
• Support complex or high-impact customer situations and executive-level engagements when escalation, alignment, or recovery is required

Requirements:

• 7+ years of experience in Customer Success, account management, client services, or a related customer-facing function
• 3+ years of experience leading or developing Customer Success teams or equivalent people leadership experience in a customer-facing environment
• Experience managing retention, adoption, and growth outcomes across a customer portfolio, segment, or book of business
• Experience leading cross-functional work with Sales, Product, Operations, and Support teams
• Experience using CRM and customer success platforms to monitor customer performance and inform engagement strategy
• AI proficiency, including the ability to use AI-enabled tools responsibly and effectively to improve team productivity, customer insight generation, and operational efficiency
• Ability to lead through others by setting clear expectations, coaching performance, and building accountability for customer and business outcomes
• Ability to interpret customer health, usage, and commercial data and translate insights into actions that improve retention and growth
• Strong judgment in prioritization, escalation management, and resource allocation across competing customer and team needs
• Ability to influence cross-functional stakeholders and align customer strategies with broader business priorities
• Strong written and verbal communication skills, including the ability to engage effectively with senior internal stakeholders and customer leaders
• Ability to improve processes, reporting, and operating standards to support scale and consistency
• Working knowledge of CRM and customer success platforms such as Salesforce, ChurnZero, or Gainsight