Customer Success Manager - Education

Vector Solutions•Cincinnati, OH

1d•$55,000 - $65,000

About The Position

Vector Solutions is recruiting a Customer Success Manager for its Education Learning Sector team. The role cultivates and maintains customer relationships, provides consultative guidance, and ensures client needs are met to support engagement and satisfaction. The manager oversees a larger territory, focusing on customer engagement and proactive communication while contributing to shared team responsibilities. The position requires expert knowledge of the company's products, customers, and internal processes, and involves independent work and collaboration across teams.

Requirements

3–5 years of experience in a customer-facing, service-oriented position focused on relationship management.
Bachelor’s degree in a related field.
Ability to thrive in a fast-paced environment and adapt to changing customer needs.
Experience managing projects involving complex, larger organizations.
Knowledge of state-specific laws related to products, training requirements, and compliance.
Ability to work in a self-managed environment and independently with minimal supervision.
Strong interpersonal skills for developing business relationships with clients.
Proficiency with Microsoft Office (Excel, Word, PowerPoint, and Office), 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, organizational skills, adaptability, time management, goal setting, and prioritization capabilities.
Must be amenable to working 9 a.m.–6 p.m. Eastern Time.

Nice To Haves

Knowledge of risk pools and partnerships.
Experience in the Educational Learning or Higher-Ed sector.

Responsibilities

Drive customer retention and expansion by advising customers and supporting platform adoption.
Serve as the primary contact for accounts in the assigned book of business.
Conduct regular business reviews to measure progress toward customer goals.
Proactively communicate platform updates, best practices, and progress on open issues.
Collaborate with customers and internal teams to ensure state law requirements are met through products and training.
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 as requested by senior leadership.
Help maintain an up-to-date knowledge center by identifying needs and creating or updating articles.
Contribute to team projects as directed by leadership.
Serve as an escalation point for customer care issues.
Develop expert product knowledge and independently demonstrate products to customers.
Identify, document, and resolve issues, and assist junior team members with problem-solving.
Lead platform-team colleagues in prioritizing open customer issues and ensuring clear documentation for broader team visibility.
Collaborate across functions to prioritize product issues based on retention impact and propose solutions that address the needs of multiple customers.
Liaise between assigned customers, the platform’s broader customer base, and internal technical teams to drive customer satisfaction, retention, and upsell.
Lead development and deployment of customer-facing documentation, release communications, and how-to content for new product releases.
Improve or develop practices that increase customer awareness and use of Vector platforms.
Perform other duties as assigned.