Customer Success Manager - Education
About The Position
Vector Solutions is seeking a Customer Success Manager to cultivate and maintain customer relationships and ensure client needs are met, supporting strong satisfaction with the company’s web-based programs. The role oversees a sizable book of business, focusing on implementation, customer engagement, proactive communication, platform adoption, retention, and expansion. The Customer Success Manager serves as a primary contact for customer administrators, conducts business reviews, communicates updates and best practices, and helps resolve issues. The role also contributes to shared team responsibilities and cross-functional work, maintains product knowledge and customer resources, and may travel onsite to assist customers when needed, up to 10%.
Requirements
- 3–5 years of experience in a customer-facing, service-oriented role focused on relationship management.
- Ability to perform in a self-managed environment and work independently with minimal supervision.
- Excellent interpersonal skills for developing strong business relationships with clients.
- Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint; experience with Salesforce CRM; and ability to learn additional software.
- Confidence presenting ideas to clients and high-level executives.
- Strong customer-service skills, attention to detail, and ability to resolve customer issues quickly.
- Excellent verbal, written, and presentation skills.
- Strong work ethic and ability to work independently.
- Excellent organizational skills.
- Ability to adapt to changing conditions, assignments, and deadlines.
- Strong time-management, goal-setting, and prioritization abilities.
- Ability to thrive in a fast-paced team environment.
- Ability to travel onsite to assist customers when needed, up to 10%.
Nice To Haves
- Bachelor’s degree in a related field preferred.
Responsibilities
- Drive customer retention and expansion by advising customers and supporting platform adoption.
- Serve as the primary contact for administrators in the assigned book of business.
- Conduct regular business reviews to help customers achieve their goals.
- Proactively communicate platform updates, best practices, and progress on open issues.
- Identify and escalate major product issues, client concerns, and retention risks.
- Host best-practices webinars and office hours on a rotating schedule.
- Participate in User Acceptance Testing when requested by senior leadership.
- Work with the platform team to identify knowledge-center needs and create or update articles.
- Contribute to team projects as directed by leadership.
- Serve as an escalation point for customer support issues.
- Develop thorough product knowledge and independently demonstrate products to customers.
- Identify, document, and resolve issues, including helping junior team members problem-solve.
- Assist senior team members.
- Perform other duties as assigned.
Benefits
- Comprehensive benefits package effective the first of the month after hire.
- Matching 401(k) retirement plan.
- Flexible work arrangements and generous time off.
- Generous referral incentive program.
- Tuition reimbursement program.
- Pet insurance.
- OnePass gym and wellness discount program.
- Calm Health employee membership.
- Company social events.
- Employee Resource Groups.
- Philanthropic opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
