Customer Success Manager

Jobtailor; Milton Keynes; On-site; GBP 42,000 - 64,000; Full time

Job summary

VitalSource is seeking a proactive Account Manager to own and grow an international publisher portfolio from Milton Keynes. You will nurture relationships and drive value across the partnership, coordinating with internal teams to resolve issues and improve outcomes.

You will lead strategic check-ins, assess risks, and communicate clearly with publishers and senior stakeholders, ensuring sustained success and alignment with publisher goals.

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.
• Understanding of academic publishers, commercial pressures, and sales cycles.

Responsibilities

• Own and manage a portfolio of international publisher accounts as the primary contact.
• Drive account health and maximize value from partnerships with VitalSource.
• Lead discovery conversations, reviews and strategic check-ins aligned to goals.
• Identify churn signals and platform friction early and resolve with internal teams.
• Collaborate cross-functionally and document processes for knowledge sharing.
• Represent publisher needs credibly in conversations with internal stakeholders.

Skills

Account Management

Customer Success

Publisher Relations

Cross-Functional Collaboration

Process-Driven Organization

Education

Bachelor's degree

Tools

Project Management Platforms

Internal Systems

Analytics Tools

Job description

• 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 elevate 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

• 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

Core Competencies

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 Management
• Customer Success
• Publisher Relations
• Cross-Functional Collaboration
• Process-Driven Organization

ATS Optimization Keywords

Hard Skills

• Portfolio Management
• Risk Identification
• Analytical Skills
• Troubleshooting
• Documentation

Soft Skills

• Strong Communication
• Adaptability
• Confidence in Ambiguity
• Organizational Skills

Industry Keywords

• Edtech
• Digital Publishing
• Higher Education Technology
• Academic Publishers
• Digital Distribution

Tools & Technologies

• Project Management Platforms
• Internal Systems
• Analytics Tools