VitalSource
Customer Success Manager
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VitalSource® is hiring a(n) Customer Success Manager (Publisher) 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, escalate 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 escalate 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
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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.
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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.
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