Customer Success Manager - Education

Vector Solutions; Cincinnati (OH); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Comprehensive benefits package

Matching 401(k) retirement plan

Flexible work arrangements

Tuition Reimbursement Program

Pet Insurance

Gym/Wellness Discount Program

Company social events

Job summary

Vector Solutions is hiring a Customer Success Manager to manage a book of business, drive platform adoption, and foster strong client relationships in a fast-paced environment.

You will serve as the main contact for administrators, conduct business reviews, and coordinate with cross-functional teams on product updates and customer outcomes. Travel onsite up to 10% as needed.

Qualifications

• 3–5 years’ experience in a customer-facing, service-oriented position focusing on relationship management.
• Ability to perform in a self-managed environment.
• Excellent interpersonal skills needed to develop strong business relationships with clients.
• Proficient in Microsoft Office suite and CRM (Salesforce).
• Confidence presenting new ideas to clients and executives.
• Outstanding customer skills, attention to detail, and quick issue resolution.
• Excellent communication skills, both verbal and written, including presentations.
• Strong work ethic and ability to work independently with minimal supervision.
• Excellent organizational skills.
• Ability to adapt to new conditions, assignments, and deadlines.
• Excellent time management and prioritization.

Responsibilities

• Drive retention and expansion of customers in your book of business by advising customers to ensure platform adoption.
• Serve as primary contact for administrators in your book of business.
• Conduct regular business reviews to measure success against goals.
• Proactively communicate platform updates, best practices, and progress against open issues.
• Identify and escalate product issues and retention risks.
• Host best practices webinars and office hours on a rotating schedule.
• Participate with User Acceptance Testing as requested by senior leadership.
• Maintain an up-to-date knowledge center by creating and updating articles.
• Contribute to team projects as directed by leadership.
• Escalate customer support issues when needed.
• Understand the product deeply and demonstrate it to customers.

Skills

Relationship management

Customer success

CRM Salesforce

Presentation skills

Communication

Education

Bachelor's degree

Tools

Salesforce

Microsoft Office

Job description

Description

Vector Solutions is a leading, AI-enabled, performance platform powering safe, compliant, and efficient operations for the public, educational, and commercial sectors. We bring training, safety, and workforce operations together to boost readiness, reduce risk, and drive high-performance results for the everyday heroes who count on us.

We are seeking a Customer Success Manager who is responsible for cultivating and maintaining strong customer relationships, ultimately ensuring that all client needs are met, resulting in strong satisfaction with our web-based programs. Customer Success Managers oversee a sizable book of business focusing on implementation, customer engagement, and proactive communication, while also participating in shared team responsibilities.

Team members in this role are exceptional communicators, solution-focused, and creative problem solvers. They have a demonstrated ability to work independently, in addition to collaborating with other team members and cross-functional committees. Customer Success Managers have a thorough understanding of our product offerings, our clientele, and our internal processes.

What You'll Do:

• Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption.

• Serve as primary contact for administrators in your book of business.

• Conduct regular business reviews to achieve success against customer goals.

• Proactively communicate platform updates, best practices, and progress against open issues to your book of business.

• Identify and escape major product issues, client concerns, and retention risks.

• Host best practices webinars and office hours on a rotating schedule.

• Participate with User Acceptance Testing as requested by senior leadership.

• In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles.

• Contribute to team projects as directed by leadership.

• Serve as point of escalation for customer support issues.

• Thoroughly understand your product, including independently providing demonstrations to customers.

• Identify, document, and resolve issues that occur including assisting junior team members with problem solving.

• Assisting senior team members.

• Other duties as assigned.

What We're Looking For:

• 3-5 years’ experience in a customer-facing, service-oriented position focusing on relationship management.

• Ability to perform in a self-managed environment.

• Excellent interpersonal skills needed to develop strong business relationships with clients.

• Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software.

• Confidence presenting new ideas to clients and high-level executives.

• Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly.

• Excellent communication skills verbally and written in addition to presentation skills.

• Strong work ethic and ability to work independently with minimal supervision.

• Excellent organizational skills.

• Ability to adapt to new conditions, assignments, and deadlines.

• Excellent time management, goal setting and prioritization capability.

• Thrives working in a fast-paced, team environment.

• Able to travel onsite to assist customers when needed – no more than 10%.

• Bachelor’s degree in a related field preferred.

What You Can Expect From Us:

• Friendly, open, and casual work environment

• Comprehensive benefits package effective the first of the month after hire

• Matching 401(k) retirement plan

• Healthy work-life balance with flexible work arrangements and generous time off

• Generous referral incentive program

• Tuition Reimbursement Program

• Pet Insurance

• OnePass Gym/Wellness Discount Program

• Calm Health-Employee Membership

• Company social events

• Employee Resource Groups

• Philanthropic opportunities

Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, or status as a protected veteran.

The base salary range provided is a good-faith estimate at the time of posting. Actual pay may vary based on factors such as skills, qualifications, experience, and work location. Compensation will always comply with applicable state and local pay laws, including but not limited to those in California, Colorado, New York, and Washington. #LI-HL1