VitalSource®, an Ingram Content Group (ICG) company is hiring for a Manager, Customer Success to contribute to our Customer Success team in Raleigh, NC. 

Leads a team of Customer Success Managers who are responsible for the onboarding, implementation and management of VitalSource publisher/ provider customers with an emphasis on overall customer health as well as driving customer loyalty and retention. Provides ongoing training, coaching and development of the team as well as through collaboration with other Customer Success teams and VitalSource business units, particularly sales, marketing and product.

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.

Required Qualifications:

• Bachelor’s degree
• 7 years direct customer management experience with high revenue customers in the software or technology industry.
• 3 years management experience

Preferred Skills:

• Product management or project management experience
• Experience with Salesforce
• Strong written and verbal communication skills
• Ability to manage individuals located in various offices and time zones
• Experience with process documentation and improvement
• Background in customer journey mapping and playbook creation a plus

Key Responsibilities:

• Trains and develops Customer Success team members, both individually and as a team to ensure optimal performance.
• Develops and maintains knowledge of VitalSource products and integration requirements in order to support the individual team members tasked with execution.
• Assesses the onboarding program and requirements to ensure they remain aligned with customer acquisition plans and product road maps.
• Develops and implements standard onboarding project and customer management plans and approaches.
• Work with the CS team to track and maintain data pertinent to customer health metrics including revenue, support incidents, growth potential and risk.
• Provides oversight and guidance for customer health management including managing new initiatives and keeping the team informed as well as escalating customer issues accordingly.
• Partners with product management and the integrations team to assist with the design of, and evolution of core back end systems critical for growth and customer health.
• Collaborates with other Customer Success teams, sales and marketing to ensure alignment and successful execution to fully support all customers, new and existing, throughout the customer journey.
• This list is not exhaustive

Perks/Benefits

• A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
  • 15 vacation days & 12 sick days accrued annually and 3 personal days
  • 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more
  • Wellness program with access to local fitness centers for one low price - onsite gym and basketball court for associates
• Avid reader? Numerous opportunities to engage with books and authors
  • Author events & book signings
  • Up to 40% discount off books at Ingram’s First Edition Bookstore
  • Free card registration at the Nashville Public Library
  • Free advance copies available throughout our HQ in Greater Nashville
  • Discounted offers to self-publish with IngramSpark®!
• Encouraged continued education with our tuition reimbursement program
• Financial and in-kind opportunities to engage with non-profits in your community
  • Company match program for United Way donations
  • Volunteer opportunities and in-kind drives for non-profits throughout the year
• Take breaks or brainstorm in our game room with ping pong & foosball
• Casual Dress Code & Flexible Schedules (per team)
• Flexible Work Schedules (by team)

VitalSource Technologies LLC, 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 https://get.vitalsource.com and follow us on Twitter, LinkedIn, and Instagram.

The world is reading and Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning. Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, VitalSource Technologies LLC, Ingram Library Services LLC, and Tennessee Book Company LLC.

Ingram Content Group LLC is an affirmative action/equal opportunity employer. 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