Customer Success Manager

Description

Position at Vital Source Technologies

Vital Source, is hiring a Customer Success Manager to contribute to our International Customer Success - supporting Institutions and Resellers team located in Milton Keynes, United Kingdom. This is a hybrid role, primarily remote with occasional in‑office collaboration. The position includes up to 20% travel, mainly for customer meetings, events, and other business‑related activities as needed.

Step into a high‑impact role with the Customer Success team, where you won’t just support customers — you’ll shape their success. As a trusted advisor and strategic partner, you’ll drive satisfaction, retention, and growth by deeply understanding customer goals and helping them unlock the full value of our solutions. We’re looking for a dynamic Customer Success Manager who excels at building lasting relationships, leading seamless onboarding experiences, and turning engagement into long‑term impact.

If you’re energized by creating measurable success and making a difference for every customer you serve, this is your opportunity to lead from the front.

• Customer Relationship Management:
  Build and maintain strong relationships across your accounts, understand stakeholder goals, and act as the customer’s advocate within Vital Source.
• Customer Enablement & Engagement:
  Proactively engage customers, deliver training, and drive adoption of VST tools and products to ensure they realise value and return on investment.
• Strategic Account Oversight:
  Document customer organisational structures, manage expectations, champion the VST value proposition, and develop strategies to increase product usage and satisfaction.
• Implementation & Project Management:
  Lead onboarding and integration projects, create and manage project plans, coordinate internal resources, and ensure timely delivery across departments.
• Cross‑functional
  
  Collaboration:
  
  Act as a liaison between customers and internal teams (Product, Support, Inventory, Integrations, Sales, Legal, etc.), advocating for customer needs and priorities.
• Financial Health & Growth:
  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.
• Operational Excellence:
  Track progress on internal deliverables, maintain detailed documentation in Salesforce, and capture key customer‑specific business knowledge.
• Solution‑Oriented Approach:
  Provide creative solutions to complex business and technical challenges, deliver effective product demonstrations, and support strategies to drive product saturation across your portfolio.

• 3+ years in customer success, account management, or a related field.
• Prior experience with SaaS solutions and customer success platforms preferred.

• Proficiency in Churn Zero, Salesforce, Qlik, Looker, Metabase, and Microsoft Office Suite.
• Ability to analyse financial and performance metrics.

• 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,…