Manager, VSL Customer Success

Job not on LinkedIn

🔥 6 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cambium Learning Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

📚 Education

🤖 Artificial Intelligence

Education • Artificial Intelligence

Cambium Learning Group is a company focused on providing essential educational solutions through a family of companies. They create experiences designed to help educators and students succeed by leveraging technology, including artificial intelligence and machine learning. Cambium Learning Group's brands are among the most respected in the edtech sector, supporting meaningful work and innovation in education. Their commitment is reflected in their dedication to making every learning moment valuable and impactful.

📋 Description

• Lead and develop the Customer Success function at Voyager Sopris Learning • Build a proactive, scalable, and measurable Customer Success organization that drives customer outcomes and business results • Lead the Customer Success operating model across implementation, adoption, customer health, retention, renewals, and expansion • Establish expectations, processes, performance measures, and accountability across the team • Partner with Sales, Product, Professional Learning, Marketing, Operations, and Support • Translate Customer Success strategy into priorities, roles, ownership, processes, and operating rhythms • Build scalable practices and improve processes, systems, and workflows using customer needs, business priorities, and performance data • Establish customer health practices and proactive approaches to implementation, adoption, retention, and renewal • Partner with Sales on account strategy, renewals, and qualified expansion opportunities • Monitor retention, renewal, expansion, and customer-health trends and translate insights into action • Engage personally with strategic, high-value, or complex customers when appropriate • Support executive conversations, significant escalations, strategic account planning, and critical customer opportunities • Lead, coach, develop, and hold team members accountable for performance and customer outcomes • Establish goals, expectations, performance measures, and Customer Success KPIs • Lead an experienced team through process, system, role, and expectation changes • Ensure effective use of Salesforce and other Customer Success systems • Use data, dashboards, and customer insights to identify trends, risks, opportunities, and performance gaps • Build cross-functional partnerships, communication, handoffs, escalation paths, and shared accountability • Surface systemic customer and operational issues and drive sustainable solutions • Lead and develop Customer Success Managers, Strategic Implementation Success Managers, Strategic District Partners, and the Product Enablement & Analytics Manager

🎯 Requirements

• 7+ years of progressive experience in Customer Success, account management, client services, implementation, or a related customer-facing function • 5+ years of experience leading and developing teams, with accountability for team performance and customer outcomes • Demonstrated experience building or operationalizing Customer Success processes, frameworks, KPIs, and performance practices • Experience using CRM systems, customer data, dashboards, and analytics to manage customer health, adoption, retention, renewal, and/or expansion • Experience partnering with Sales on renewals, expansion, customer strategy, or revenue opportunities • Strong commercial and business acumen with the ability to balance customer needs and business objectives • Experience leading teams through organizational, process, or technology change • Demonstrated ability to establish accountability and performance expectations within experienced or tenured teams • Experience managing complex customer relationships and influencing cross-functional stakeholders • Strong process and systems orientation with the ability to improve efficiency, consistency, and scalability • Preferred: K-12 or EdTech experience, particularly literacy, mathematics, or intervention • Preferred: Salesforce experience • Preferred: Experience with customer health scoring, churn-risk management, renewals, or expansion programs • Preferred: Experience building Customer Success dashboards or reporting tied to business performance • Preferred: Experience building or transforming a Customer Success operating model • Reliable cable or fiber-optic broadband connection with minimum speeds of 10 Mbps download and 5 Mbps upload if working remotely • Ability to participate in video-based interviews and ongoing virtual meetings with camera on • Must not use note-taking tools, reference materials, or AI-powered tools during interviews or selection activities unless prior written approval is obtained

🏖️ Benefits

• Remote-first work environment with flexibility and trust to balance work with life • Home or remote office setup reimbursement • Reliable internet connection requirement for remote work (minimum 10 Mbps download and 5 Mbps upload)