Manager, VSL Customer Success

The Manager, VSL Customer Success will lead and develop the Customer Success function at Voyager Sopris Learning, building a proactive, scalable, and measurable organization that drives customer outcomes and business results.

Reporting to the Director, VSL Customer Success, this role will lead the Customer Success operating model across implementation, adoption, customer health, retention, renewals, and expansion. The Manager will establish clear expectations, processes, performance measures, and accountability across the team while partnering closely with Sales, Product, Professional Learning, Marketing, Operations, and Support.

This is a hands‑on leadership role requiring strong people leadership, operational rigor, customer and commercial acumen, data‑informed decision making, and change leadership. The Manager will develop the team and operating model while personally engaging with strategic, high-value, or complex customer situations when appropriate.

• Translate Customer Success strategy into clear priorities, roles, ownership, processes, and operating rhythms.
• Build scalable practices across implementation, adoption, customer health, retention, renewal, and expansion.
• Establish clear handoffs and accountability across Sales, Customer Success, Implementation, Professional Learning, Product, Support, and Operations.
• Continuously improve processes, systems, and workflows based on customer needs, business priorities, and performance data.

• Establish and manage customer health practices that identify adoption, risk, opportunity, and intervention needs.
• Develop proactive approaches to implementation, adoption, retention, and renewal.
• Partner with Sales on account strategy, renewals, and qualified expansion opportunities.
• Help the team balance customer advocacy with appropriate commercial and business judgment.
• Monitor trends in retention, renewal, expansion, and customer health and translate insights into action.

• Personally engage with strategic, high-value, or complex customers when appropriate.
• Support executive-level conversations, significant escalations, strategic account planning, and critical retention, adoption, implementation, or expansion opportunities.
• Help resolve complex customer challenges while maintaining clear ownership within the team.

• Lead, coach, develop, and hold team members accountable for performance and customer outcomes.
• Establish clear goals, expectations, and performance measures.
• Lead an experienced team through changes in processes, systems, roles, and expectations.
• Address performance concerns directly and foster a culture of accountability, collaboration, and continuous improvement.
• Balance respect for institutional knowledge with the need to evolve how the organization operates.

• Establish Customer Success KPIs tied to customer health, adoption, implementation, retention, renewal, expansion, and revenue.
• Ensure consistent and effective use of Salesforce and other Customer Success systems.
• Use data, dashboards, and customer insights to identify trends, risks, opportunities, and performance gaps.
• Translate data into clear business decisions and actions.
• Improve visibility, data quality, efficiency, and scalability across the function.

• Build strong partnerships across Sales, Product, Professional Learning, Marketing, Operations, and Support.
• Establish effective communication, handoffs, escalation paths, and shared accountability.
• Represent Customer Success in cross-functional planning and decision‑making.
• Surface systemic customer and operational issues…