Customer Success Manager

Description VitalSource ®, is hiring a (n) Customer Success Manager to contribute to our International Publisher Success team located in Milton Keynes, United Kingdom . This is a hybrid role, predominantly home-based, with some in-office days and travel required.   Summary : Our International Publisher Success team manages relationships with some of the world's largest academic publishers globally outside of North America, helping them get the most from their partnership with VitalSource and driving sustainable growth across their digital portfolios.  We're looking for a Customer Success Manager (Publisher) to join our international team. This is a relationship-first role, you'll own a portfolio of academic publisher accounts across an assigned region, acting as their primary point of contact and internal advocate at VitalSource.   Your job is to understand your publishers' commercial and operational goals, surface opportunities, and flag risks early. When issues arise, you'll troubleshoot, escalate where needed, and see problems through to resolution. You'll work cross-functionally with multiple internal teams, and you'll be expected to represent your publishers' interests credibly and assertively.   This is a complex environment. Publishers work across multiple products and business models, each with different commercial structures, platform requirements, and stakeholder landscapes. You'll need to get across that complexity and hold it across a portfolio of accounts at different stages of maturity   Key Responsibilities: 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 escalate 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   Required 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 Genuine understanding of how academic publishers operate their commercial pressures, digital…