Edtech.com's Summary

Vector Solutions is hiring a Customer Success Manager - Education to manage a sizable book of business of customers using its web-based programs. The manager is the primary contact for customer administrators, guiding implementation, platform adoption, retention, and expansion through regular business reviews and proactive communication. The role also hosts best practices webinars and office hours and works with the platform team to keep the knowledge center current.

Highlights

Drive retention and expansion across a book of business by advising customers on how to get the most from the platform and ensuring adoption.
Serve as primary contact for administrators, holding regular business reviews against customer goals and proactively sharing platform updates, best practices, and progress on open issues.
Identify and escalate major product issues, client concerns, and retention risks, and act as the point of escalation for customer support issues.
Host best practices webinars and office hours on a rotating schedule, and give customers independent product demonstrations.
Create and update knowledge center articles with the platform team, and take part in User Acceptance Testing when senior leadership requests it.
Document and resolve customer issues, helping junior team members work through problems and assisting senior team members.
Three to five years of customer-facing, relationship management experience, with proficiency in Microsoft Office and Salesforce CRM; a related bachelor’s degree is preferred.
Present new ideas confidently to clients and high-level executives, with strong written and verbal communication and the ability to work independently with minimal supervision.
Salary of $50,000 to $65,000 plus commission for a hybrid role based in Cincinnati, Ohio, with up to 10% travel to customer sites.

Customer Success Manager - Education Full 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 escalate 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

Compensation: $50K – $65K • Offers Commission

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

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Customer Success Manager - Education

Edtech.com's Summary

Customer Success Manager - Education Full Description

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