Customer Success Manager

About the role

VitalSource is hiring a 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.

The 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.

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

Required Qualifications

• 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

Physical Requirement

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

Benefits

• Hybrid working model: flexible working options to split time between remote and office-based work
• Private Medical insurance
• Private Dental insurance
• Comprehensive pension scheme
• Travel Insurance (covers business and leisure travel)
• Life Insurance
• Group Income Protection
• Wellbeing and Support: mental health support, counselling, and employee assistance programmes
• Paid Maternity/Paternity leave
• Education Assistance

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.