What You'll Do
Take ownership of a portfolio of standard-complexity accounts by developing and executing Success Plans that align with revenue goals and customer satisfaction benchmarks. Monitor progress closely, reporting key developments and potential risks to leadership in a timely manner.
Ensure academic terms launch smoothly by verifying system configurations, tracking milestones, and confirming readiness. Act quickly to identify and escalate any obstacles that could delay a term start.
Coordinate across internal teams—including operations, support, product, and marketing—to keep initiatives on track. Monitor interdependencies and drive follow-through when timelines or deliverables are at risk.
Lead regular governance meetings and business reviews with stakeholders to reassess goals, KPIs, and action plans. Use these touchpoints to maintain alignment and drive continuous improvement.
Guide customers in using VitalSource tools effectively by sharing best practices and providing hands-on enablement. Maintain up-to-date product certifications and contribute to internal and external documentation as needed.
Analyze customer data to refine strategies, uncover trends, and inform product or process enhancements. Share actionable insights with internal teams to improve overall service delivery.
Requirements
- 2–4 years of experience in customer success, account management, or a similar role
- Familiarity with SaaS platforms and customer success technologies is a strong plus
Benefits
- Base salary ranging from $73,500 to $85,000, plus a variable pay component tied to performance
- Comprehensive health coverage including medical, vision, dental, life, disability, critical illness, and accident insurance
- Flexible spending and health savings accounts (FSA/HSA), identity protection, pet insurance, and legal coverage
- 401(k) plan with 5% company match
- 12 weeks of paid parental leave
- Generous time-off policy: 4 weeks of vacation, 12 sick days, 11 company holidays, and 3 personal days
- Tuition reimbursement program
- Fitness challenges with incentives
- Flexible scheduling and remote work options, depending on team needs
Work Mode
This is a hybrid position based in San Diego, requiring three days on campus during peak periods and full in-person presence for approximately three weeks during launch cycles. Outside of these times, remote work is permitted. Occasional travel (up to 25%) may be required.
Company Culture
The organization values collaboration, inclusivity, and a shared commitment to its mission. Team members are encouraged to contribute meaningfully and support one another in a respectful, equitable environment.
Equal Opportunity Employer
All qualified applicants will be considered for employment regardless of race, color, religion, sex, national origin, age, mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information. This employer complies with E-Verify and is committed to equal employment opportunity.
