Customer Success Manager

VitalSource®, is hiring a Customer Success Manager to contribute to our Onboarding team located in Raleigh, North Carolina (hybrid setting) or remotely within the U.S. If located in Raleigh, this is a hybrid role that includes a combination of in-office days and remote work.

We’re hiring! In this position, you will be responsible for managing all facets of the customer onboarding journey by bridging the gap from the Sales team to the Customer Success team. In this Customer Success Manager role, you will create and implement project plans, set up integrations, train customers on products, and ensure a seamless transition to the Customer Success team post onboarding.

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

Key Responsibilities:

• Manage end-to-end onboarding processes for new customers, ensuring timely and successful implementation of our products/services.
• Collaborate with sales teams to understand customer expectations and develop customized onboarding plans.
• Coordinate with technical teams to address customer setup, configuration, and integration requirements.
• Conduct training sessions and workshops to educate customers on product/service features and functionalities.
• Serve as the primary point of contact for customers during the onboarding phase, addressing questions, concerns, and issues promptly.
• Monitor customer progress and adoption rates post-onboarding, identifying opportunities for improvement or additional support.
• Gather feedback from customers to continuously enhance the onboarding process and overall customer experience.
• Develop and maintain documentation, guides, and resources to support customer onboarding activities.
• Work cross-functionally with sales, marketing, and product teams to align onboarding strategies with company objectives and customer needs.

Required Qualifications:

• Extensive experience (typically 3-5 years) in customer onboarding, project management, customer success, or account management roles, with a proven track record of managing complex customer relationships.
• Excellent project management skills, with the ability to prioritize and manage multiple high-priority projects simultaneously.
• Exceptional communication and presentation skills, with the ability to articulate complex ideas and influence stakeholders at all levels.
• Strategic mindset with the ability to develop and execute onboarding strategies aligned with business objectives.
• Analytical proficiency to interpret data and metrics related to customer onboarding success and customer health.
• Travel Requirement: Up to 10%

Preferred Skills:

• Experience working in a SaaS (Software as a Service) or technology company, particularly with enterprise-level customers.
• Certification in project management (e.g., PMP), customer success (e.g., CCSP), or related fields.
• Experience with Salesforce, ChurnZero

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.

Salary Range: $66,500 to $81,500

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 http://get.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.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish