VitalSource Technologies Careers - Customer Success Manager

Active

Job description

VitalSource Technologies Careers { "@context": "http://schema.org", "@type": "JobPosting", "datePosted": "2026-07-20", "description": "

\u00A0

VitalSource\u00AE, is hiring a(n) Customer Success Manager 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.

\u00A0

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.\u00A0 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.

\u00A0

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.

\u00A0

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

\u00A0

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

\u00A0

Required Qualifications:

Bachelor\u2019s degree or directly related year-for-year experience
3 years\u2019 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

\u00A0

Physical Requirement:

Work Environment: This role is based in a standard office environment.
Physical Requirements: Sedentary work requiring extended periods at a workstation.

\u00A0

What We Offer:

Hybrid working model:\u00A0We 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:\u00A0We provide private medical insurance to all our associates to ensure they receive the best possible healthcare.
Private Dental:\u00A0We offer private dental insurance to all associates, helping you to maintain good oral health.
Pension:\u00A0We offer a comprehensive pension scheme to all our associates to help them save for their retirement.
Travel Insurance:\u00A0We provide travel insurance for all associates, the travel policy covers you for both business and leisure travel.
Life Insurance:\u00A0We offer life insurance to all associates to provide financial security for their loved ones in case of any unforeseen circumstances.
Group Income Protection:\u00A0We 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:\u00A0Our 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:\u00A0VitalSource believes that the birth of a child is a special event and provides paid Maternity/Paternity leave to new parents.\u00A0
Education Assistance:\u00A0As our associates are our most valuable asset, we provide Education Assistance for our associates to further their education.

\u00A0

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/\u00A0 and follow us on\u00A0LinkedIn.

\u00A0

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\u00A0
EEO Poster in Spanish

", "hiringOrganization": "VitalSource Technologies", "employmentType": "F - Full Time", "industry": "Customer Operations", "identifier": "ogYwAfw4", "jobLocation": [ { "@type": "Place", "address": { "@type": "PostalAddress", "addressCountry": "United Kingdom" } } ], "title": "Customer Success Manager", "baseSalary": { "@type": "MonetaryAmount", "currency": "", "value": { "@type": "QuantitativeValue", "minValue": "42000", "maxValue": "47000", "unitText": "Annually" } } } Customer Success Manager Customer OperationsHybrid Remote, Milton Keynes, United Kingdom Apply Description VitalSource®, is hiring a(n) Customer Success Manager 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 VitalSourceDrive account health by helping publishers meet their goals, navigate industry challenges, and get maximum value from their partnership with VitalSourceLead publisher discovery conversations, reviews, and strategic check-ins tailored to each account's goals and maturityIdentify and escalate risks early, churn signals, platform friction, contractual ambiguity, rather than waiting for publishers to raise themWork collaboratively with internal teamsStep in confidently when a publisher has an issue, troubleshooting, coordinating internally, and keeping the publisher informed throughoutContribute to team processes, documentation, and internal knowledge-sharing, this team runs on good process, and everyone is expected to maintain itRepresent publisher needs clearly and credibly in conversations with internal teamsUse various internal systems, analytics, and project management platforms as part of your daily workflow Required Qualifications:Bachelor’s degree or directly related year-for-year experience3 years’ experience in a customer success, account management, or publisher relations role within edtech, digital publishing, or higher education technologyGenuine understanding of how academic publishers operate their commercial pressures, digital distribution priorities, and institutional sales cyclesDemonstrated ability to manage a complex, multi-account portfolio without losing quality or detail on individual relationshipsConfidence working cross-functionally, with other departments, holding your own in those conversationsStrong written and verbal communication; able to adapt tone and framing for publisher contacts, internal stakeholders, and senior leadershipComfortable with ambiguity and incomplete information, you can make a sound judgment call without waiting for perfect dataExperience using multiple systems as working tools, not just record systemsOrganised and process-driven, you document, you follow up, and you close loops without being chasedFamiliarity 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. 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.EEO/AA Employer/Vet/DisabledWe participate in EVerify.EEO Poster in English EEO Poster in Spanish Apply Apply Later ← Back to Current Openings Share lang: en_US LinkedIn Facebook Twitter Email Similar Jobs {{ job.title }} Powered by Jobvite

VitalSource Technologies Careers { "@context": "http://schema.org", "@type": "JobPosting", "datePosted": "2026-07-20", "description": "

\u00A0

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

\u00A0

Required Qualifications:

Bachelor\u2019s degree or directly related year-for-year experience
3 years\u2019 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

\u00A0

Physical Requirement:

Work Environment: This role is based in a standard office environment.
Physical Requirements: Sedentary work requiring extended periods at a workstation.

\u00A0

What We Offer:

Hybrid working model:\u00A0We 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:\u00A0We provide private medical insurance to all our associates to ensure they receive the best possible healthcare.
Private Dental:\u00A0We offer private dental insurance to all associates, helping you to maintain good oral health.
Pension:\u00A0We offer a comprehensive pension scheme to all our associates to help them save for their retirement.
Travel Insurance:\u00A0We provide travel insurance for all associates, the travel policy covers you for both business and leisure travel.
Life Insurance:\u00A0We offer life insurance to all associates to provide financial security for their loved ones in case of any unforeseen circumstances.
Group Income Protection:\u00A0We 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:\u00A0Our 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:\u00A0VitalSource believes that the birth of a child is a special event and provides paid Maternity/Paternity leave to new parents.\u00A0
Education Assistance:\u00A0As our associates are our most valuable asset, we provide Education Assistance for our associates to further their education.

\u00A0

Who We Are:

\u00A0

EEO/AA Employer/Vet/Disabled
We participate in EVerify.
EEO Poster in English\u00A0
EEO Poster in Spanish

VitalSource Technologies Careers { "@context": "http://schema.org", "@type": "JobPosting", "datePosted": "2026-07-20", "description": "

\u00A0

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

\u00A0

Required Qualifications:

Bachelor\u2019s degree or directly related year-for-year experience
3 years\u2019 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

\u00A0

Physical Requirement:

Work Environment: This role is based in a standard office environment.
Physical Requirements: Sedentary work requiring extended periods at a workstation.

\u00A0

What We Offer:

Hybrid working model:\u00A0We 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:\u00A0We provide private medical insurance to all our associates to ensure they receive the best possible healthcare.
Private Dental:\u00A0We offer private dental insurance to all associates, helping you to maintain good oral health.
Pension:\u00A0We offer a comprehensive pension scheme to all our associates to help them save for their retirement.
Travel Insurance:\u00A0We provide travel insurance for all associates, the travel policy covers you for both business and leisure travel.
Life Insurance:\u00A0We offer life insurance to all associates to provide financial security for their loved ones in case of any unforeseen circumstances.
Group Income Protection:\u00A0We 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:\u00A0Our 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:\u00A0VitalSource believes that the birth of a child is a special event and provides paid Maternity/Paternity leave to new parents.\u00A0
Education Assistance:\u00A0As our associates are our most valuable asset, we provide Education Assistance for our associates to further their education.

\u00A0

Who We Are:

\u00A0

EEO/AA Employer/Vet/Disabled
We participate in EVerify.
EEO Poster in English\u00A0
EEO Poster in Spanish

{ "@context": "http://schema.org", "@type": "JobPosting", "datePosted": "2026-07-20", "description": "

\u00A0

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

\u00A0

Required Qualifications:

Bachelor\u2019s degree or directly related year-for-year experience
3 years\u2019 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

\u00A0

Physical Requirement:

Work Environment: This role is based in a standard office environment.
Physical Requirements: Sedentary work requiring extended periods at a workstation.

\u00A0

What We Offer:

Hybrid working model:\u00A0We 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:\u00A0We provide private medical insurance to all our associates to ensure they receive the best possible healthcare.
Private Dental:\u00A0We offer private dental insurance to all associates, helping you to maintain good oral health.
Pension:\u00A0We offer a comprehensive pension scheme to all our associates to help them save for their retirement.
Travel Insurance:\u00A0We provide travel insurance for all associates, the travel policy covers you for both business and leisure travel.
Life Insurance:\u00A0We offer life insurance to all associates to provide financial security for their loved ones in case of any unforeseen circumstances.
Group Income Protection:\u00A0We 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:\u00A0Our 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:\u00A0VitalSource believes that the birth of a child is a special event and provides paid Maternity/Paternity leave to new parents.\u00A0
Education Assistance:\u00A0As our associates are our most valuable asset, we provide Education Assistance for our associates to further their education.

\u00A0

Who We Are:

\u00A0

EEO/AA Employer/Vet/Disabled
We participate in EVerify.
EEO Poster in English\u00A0
EEO Poster in Spanish

Customer Success Manager

Customer OperationsHybrid Remote, Milton Keynes, United Kingdom

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