Customer Success Manager

Job not on LinkedIn

October 13

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

🌲 North Carolina – Remote

Although this job is listed in North Carolina, this company may be open to hiring remote in other states.

+2 more states

🌽 Illinois – Remote 🌲 North Carolina – Remote 🍂 Massachusetts – Remote 🎸 Tennessee – Remote

💵 $92k - $112.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🦅 H1B Visa Sponsor

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VitalSource

WebsiteLinkedInAll Job Openings

Education • eCommerce • SaaS

VitalSource is dedicated to transforming digital learning through innovative educational platforms and tools. The company offers a range of solutions designed to provide affordable and accessible course materials, leveraging technologies like smart content creation, digital storefronts, and seamless integrations. VitalSource serves a diverse client base including academic institutions, faculty, corporate learning, and publishers, with a commitment to improving learning outcomes and user engagement through the use of powerful data analytics and learning science. Their platforms, such as Bookshelf and Intrepid, support a global network that prioritizes equitable access and learning personalization.

201 - 500 employees

📚 Education

🛍️ eCommerce

☁️ SaaS

📋 Description

• Oversee team development, performance metrics, and operational workflows • Ensure timely case resolution, optimized workload distribution, and continuous improvement • Analyze data, identify process efficiencies, and communicate trends to leadership • Directly supervise a team of Customer Success professionals, including onboarding, training, performance management, and professional development • Delegate tasks effectively, monitor progress, and ensure accountability • Provide coaching, feedback, and performance reviews to direct reports • Ensure accurate and timely completion of Salesforce queue assignments and case documentation • Cultivate a collaborative and high-performing team culture • Triage customer and product escalation issues

🎯 Requirements

• 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 • 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

🏖️ Benefits

• Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance • 401K match up to 5% • 12 weeks of paid parental leave • Tuition reimbursement program • 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days • Flexible work schedules and remote capabilities • Opportunities for fitness challenges and rewards