VitalSource

Customer Success Manager

• 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

Senior Manager, Customer Success

Business Intelligence Developer

• Develop and implement BI solutions tailored to the education sector
• Collaborate with stakeholders to identify and prioritize data analytics needs
• Design and maintain dashboards and reports
• Conduct in-depth analyses of educational data
• Work closely with the product development team to integrate analytics findings into EdTech solutions

Business Intelligence Analyst

• Build and maintain strong relationships across your accounts, understand stakeholder goals, and act as the customer’s advocate within VitalSource.
• Proactively engage customers, deliver training, and drive adoption of VST tools and products to ensure they realize value and return on investment.
• Document customer organisational structures, manage expectations, champion the VST value proposition, and develop strategies to increase product usage and satisfaction.
• Lead onboarding and integration projects, create and manage project plans, coordinate internal resources, and ensure timely delivery across departments.
• Act as a liaison between customers and internal teams (Product, Support, Inventory, Integrations, Sales, Legal, etc.), advocating for customer needs and priorities.
• Monitor financial trends, protect and grow annual recurring revenue (ARR), manage contract optimisation, and identify opportunities for upselling and cross-selling using tools such as Qlik, Looker, and Metabase.
• Track progress on internal deliverables, maintain detailed documentation in Salesforce, and capture key customer-specific business knowledge.
• Provide creative solutions to complex business and technical challenges, deliver effective product demonstrations, and support strategies to drive product saturation across your portfolio.

Business Development Rep

• Proactively identify and qualify high-potential prospects to build a strong, sustainable sales pipeline aligned with VitalSource’s growth goals.
• Develop and execute a territory-specific sales strategy to drive new business and expand existing relationships across assigned Canadian accounts.
• Engage prospective clients through a mix of outbound calling, in-person meetings, digital outreach, and networking to uncover needs and introduce VitalSource’s solutions in compliance with Canadian Anti-Spam Legislation (CASL).
• Assess and prioritize leads based on predefined customer fit and opportunity criteria to ensure efficient pipeline management.
• Act as a consultative partner by understanding campus challenges and aligning institutional goals with the right mix of VitalSource products and services.
• Achieve and exceed quarterly and annual sales targets through effective territory management, deal progression, and timely closures.
• Accurately forecast sales activity, maintain up-to-date opportunity records, and track all engagement in Salesforce.
• Demonstrate subject matter expertise in digital content delivery and articulate the value of the VitalSource platform to stakeholders at all levels, including campus store personnel and academic leadership.
• Communicate institutional needs clearly to internal teams (product, operations, customer success) to ensure smooth onboarding and customer satisfaction.
• Deliver compelling product demonstrations and solution presentations tailored to each institution’s business objectives.
• Collaborate cross-functionally to manage lead follow-up, onboarding, contract execution, and ongoing customer engagement.
• Consistently meet or exceed KPIs related to outreach, opportunity creation, sales progression, and CRM documentation.

Account Development Executive

Learning and Development

• Develops, manages, and delivers customer training programs to ensure high-value service to new and existing customers
• Partners with Sales, Customer Success, Marketing, and other functional subject matter experts to develop training requirements and content
• Develops quality and relevant training content to increase customer user adoption and continued customer utilization
• Utilizes technology and internal resources to create and deliver training with videos, documentation, webinar/virtual training, customer portals, and live training sessions at customer sites
• Develops and delivers ongoing internal training, including train-the-trainer sessions
• Recommends and implements targeted learning and organizational development solutions
• Measures the impact of instructional programs and generates appropriate metrics to demonstrate the effectiveness and return on investment of the program
• Conducts ongoing review of training content and asset library to keep assets current, relevant, and effective
• Provides level-one support to Sales and Customer Success, as needed, in answering questions regarding VST training tools and courses
• Other duties as assigned.

Senior Manager, Customer Success

Business Intelligence Analyst

Customer Success Manager

Account Development Executive

Customer Training Manager