Customer Success Specialist managing customer onboarding, satisfaction, and upselling for Lexroom's legal AI platform. Collaborating with internal teams and ensuring excellent customer feedback and KPI tracking.
About the role
- Customer Success Manager at VitalSource Technologies supporting institutions and resellers. Engaging with clients to drive satisfaction, retention, and growth while managing internal collaborations.
Responsibilities
- Build and maintain strong relationships across your accounts, understand stakeholder goals, and act as the customer’s advocate within VitalSource.
- Proactively engage customers, deliver training, and drive adoption of VST tools and products to ensure they realize value and return on investment.
- Document customer organisational structures, manage expectations, champion the VST value proposition, and develop strategies to increase product usage and satisfaction.
- Lead onboarding and integration projects, create and manage project plans, coordinate internal resources, and ensure timely delivery across departments.
- Act as a liaison between customers and internal teams (Product, Support, Inventory, Integrations, Sales, Legal, etc.), advocating for customer needs and priorities.
- Monitor financial trends, protect and grow annual recurring revenue (ARR), manage contract optimisation, and identify opportunities for upselling and cross-selling using tools such as Qlik, Looker, and Metabase.
- Track progress on internal deliverables, maintain detailed documentation in Salesforce, and capture key customer-specific business knowledge.
- Provide creative solutions to complex business and technical challenges, deliver effective product demonstrations, and support strategies to drive product saturation across your portfolio.
Requirements
- 3+ years in customer success, account management, or a related field.
- Prior experience with SaaS solutions and customer success platforms preferred.
- Strong interpersonal, presentation, and written communication skills.
- Ability to manage multiple priorities and customer requests effectively.
- Strong problem-solving capabilities and attention to detail.
- Comfortable navigating cross-functional environments.
- Proficiency in ChurnZero, Salesforce, Qlik, Looker, Metabase, and Microsoft Office Suite.
- Ability to analyze financial and performance metrics.
Benefits
- Hybrid working model: We offer flexible working options, allowing you to split your time between remote work and office-based work, providing you with the best of both worlds.
- Private Medical: We provide private medical insurance to all our associates to ensure they receive the best possible healthcare.
- Private Dental: We offer private dental insurance to all associates, helping you to maintain good oral health.
- Pension: We offer a comprehensive pension scheme to all our associates to help them save for their retirement.
- Travel Insurance: We provide travel insurance for all associates, the travel policy covers you for both business and leisure travel.
- Life Insurance: We offer life insurance to all associates to provide financial security for their loved ones in case of any unforeseen circumstances.
- Group Income Protection: We provide group income protection to all associates, providing them with a financial safety net in case of long-term illness or injury.
- Wellbeing and Support: Our company cares about the wellbeing of its associates and offers a range of wellbeing and support services, including mental health support, counselling, and employee assistance programmes.
- Maternity/Paternity Leave: VitalSource believes that the birth of a child is a special event and provides paid Maternity/Paternity leave to new parents.
- Education Assistance: As our associates are our most valuable asset, we provide Education Assistance for our associates to further their education.
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