Customer Success Specialist

Join to apply for the Customer Success Specialist role at Vital Source

Join to apply for the Customer Success Specialist role at Vital Source

This range is provided by Vital Source. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$46,000.00/yr - $57,500.00/yr

Vital Source
, is hiring a Customer Success Specialist to contribute to our Customer Success team located in Orlando, Florida. Please note:

Only candidates who currently reside in Orlando, Florida will be considered for this position. This role involves a hybrid work arrangement, combining remote work with regular in-person visits. The position requires travel to assigned campuses approximately 2–3 days per week, with extended presence during peak periods.

As a Campus Success Specialist, you’ll be the trusted on-site ambassador for our course materials program and bookstore operations at designated partner institutions. In this pivotal role, you’ll combine your customer service expertise, relationship-building skills, and confident public speaking abilities to support and enhance the student experience. While working closely with a Strategic Customer Success Manager, you’ll play a key role in ensuring the success and smooth operation of our campus partnerships.

Key Responsibilities:

Program & Campus Support

• Serve as the on-campus frontline representative for the course materials affordability and access program
• Maintain consistent on-campus presence 2-3 days per week including regular rotation to all campuses
• Address basic program related inquiries, including general inquiries regarding faculty adoptions, student access, and logistics
• Provide role-specific, Valencia-contextualized, interactive training sessions tailored to faculty, deans, and administrators
• Provide easy access to help documentation, virtual support rooms (e.g., Zoom), and hotlines during peak periods
• Participate in relevant campus and departmental meetings alongside the Customer Success Manager (CSM) and campus program coordinators
• Share regular updates with stakeholders on new platform features, best practices, and industry trends

Operational Oversight

• Collaborate closely with Valencia’s Campus Store and Academic Operations to resolve challenges and share solutions
• Respond promptly to inquiries (within 24 hours for routine questions; 1 hour for urgent needs)
• Monitor quality and escalate incidents or operational concerns
• Maintain a visible and supportive presence during high-traffic periods
• Track and report on key metrics including student interactions, training sessions, and distribution progress
• Coordinate onsite fulfillment activity during distribution periods, including material receiving, inventory, and student distribution

Outreach & Engagement

• Regular, proactive outreach to faculty, admins and deans to introduce yourself and the program, understand needs and priorities
• Represent Vital Source and the Valencia Online Bookstore at campus events (e.g., orientations, tabling events, resource fairs)
• Participate in department meetings, faculty development workshops, student orientations, and other relevant campus activities
• Actively solicit feedback from stakeholders, including students, faculty and staff, and use it to drive continuous improvement and platform enhancements
• Assist in executing on-campus components of marketing and awareness campaigns
• Ensure signage and informational materials are current and placed appropriately across campus
• Build and maintain positive working relationships with campus departments (e.g., bookstore, IT, student services)
• Coordinate with CSM and Marketing team and help execute on-campus components of marketing and communication plan

Other Duties:

• Provide occasional support to other internal teams (e.g. Adoptions Enablement, Customer Enablement, etc…)
• Assist with special projects or cross-functional campus initiatives
• Identify opportunities to improve on campus processes and engagement
• Other duties as assigned

Required Qualifications:

• 1-2 years in a customer facing or support role; experience in higher education or Bookstore operations is a plus

Technical Skills:

• Proficiency using technology and digital…