Customer Success Manager

VitalSource

Customer Success Manager handling international publisher accounts for VitalSource. Driving partnership value and managing complex relationships in a hybrid work environment.

Posted 7/20/2026full-timeMilton Keynes • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing international publisher accounts within the edtech and digital publishing sectors, ensuring account health and strategic alignment with publisher goals. Proficient in cross-functional collaboration, effective communication, and process-driven documentation.

Highest-signal resume keywords

Account ManagementCustomer SuccessPublisher RelationsCross-Functional CollaborationProcess-Driven Organization

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Portfolio ManagementRisk IdentificationAnalytical SkillsTroubleshootingDocumentation

Soft Skills

Strong CommunicationAdaptabilityConfidence in AmbiguityOrganizational Skills

Tools & Technologies

Project Management PlatformsInternal SystemsAnalytics Tools

Industry Keywords

EdtechDigital PublishingHigher Education TechnologyAcademic PublishersDigital Distribution

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree or directly related year-for-year experience
3 years’ 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

Benefits

Comp & perks

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.