Senior Manager, Customer Success
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Job Description
Leads Customer Success Managers to drive retention and growth at VitalSource Technologies, enhancing customer outcomes and coordination across departments. Oversees customer lifecycle from onboarding to expansion.
Responsibilities:
- Lead, coach, and develop a team of Customer Success Managers to deliver retention, adoption, and expansion outcomes across assigned customer segments or portfolios
- Set team goals, performance expectations, and operating rhythms aligned to customer outcomes, revenue retention, and growth objectives
- Oversee execution of the customer lifecycle, including onboarding coordination, value realization planning, risk management, and expansion readiness
- Review portfolio health, customer risk indicators, and growth opportunities to guide prioritization, escalation handling, and proactive engagement strategies
- Partner with Sales, Product, Operations, and Support to align customer strategy, improve service delivery, and resolve issues affecting customer outcomes
- Improve Customer Success processes, reporting, and engagement models to support scale, consistency, and better visibility into business impact
- Support complex or high-impact customer situations and executive-level engagements when escalation, alignment, or recovery is required
Requirements:
- 7+ years of experience in Customer Success, account management, client services, or a related customer-facing function
- 3+ years of experience leading or developing Customer Success teams or equivalent people leadership experience in a customer-facing environment
- Experience managing retention, adoption, and growth outcomes across a customer portfolio, segment, or book of business
- Experience leading cross-functional work with Sales, Product, Operations, and Support teams
- Experience using CRM and customer success platforms to monitor customer performance and inform engagement strategy
- AI proficiency, including the ability to use AI-enabled tools responsibly and effectively to improve team productivity, customer insight generation, and operational efficiency
- Ability to lead through others by setting clear expectations, coaching performance, and building accountability for customer and business outcomes
- Ability to interpret customer health, usage, and commercial data and translate insights into actions that improve retention and growth
- Strong judgment in prioritization, escalation management, and resource allocation across competing customer and team needs
- Ability to influence cross-functional stakeholders and align customer strategies with broader business priorities
- Strong written and verbal communication skills, including the ability to engage effectively with senior internal stakeholders and customer leaders
- Ability to improve processes, reporting, and operating standards to support scale and consistency
- Working knowledge of CRM and customer success platforms such as Salesforce, ChurnZero, or Gainsight
Benefits:
- Competitive base salary and a strong variable component
- 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
- Use our tuition reimbursement program
- Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days
- Flexible work schedules and remote capabilities (by team)
- Opportunities for fitness challenges and rewards
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