Manager, Customer Success

Vital Source®, is hiring a Manager, Customer Success to contribute to our Akademos Enablement team located in Raleigh NC, Chicago IL, Franklin TN, or Boston MA (preferred locations). Applicants outside of these preferred locations will still be considered.

In this impactful role, you’ll oversee team development, performance metrics, and operational workflows—ensuring timely case resolution, optimized workload distribution, and continuous improvement. You’ll also play a key role in analyzing data, identifying process efficiencies, and proactively communicating trends and insights to leadership. If you’re ready to align people, processes, and performance with company goals, we want to hear from you!

• Leadership: inspires and motivates reports; directs work group toward common goal.
• Planning & Organizing: establishes appropriate priorities; anticipates future needs.
• Strategic Thinking: supports Director in strategic/operational planning to develop key business strategies to support operational goals.
• Team Management: serves as a role model; provides opportunities for directs’ professional development and advancement; resolves conflict; establishes expectations and accountability.

• Categorize volume and identify trends of Salesforce cases.
• Work internally to find operational efficiencies term-over-term.
• Summarize and rank product feedback for Product team to guide strategic roadmap.
• Synthesize & elevate client-specific issues for team members.

• Identify areas for customers to make better use of VST’s tools
• Guide customers through best practices for product usage
• Other duties as assigned by supervisor/leadership.

• Directly supervises a team of Customer Success professionals, including onboarding, training, performance management, and professional development.
• Delegates tasks and projects effectively, monitors progress, and ensures accountability.
• Provides coaching, feedback, and performance reviews to direct reports.
• Serves as an escalation point for complex issues within the team.
• Ensures accurate and timely completion of Salesforce queue assignments and case documentation.
• Maintains consistent team communication aligned with organizational goals and updates.
• Tracks and ensures adherence to team KPIs such as response times, resolution metrics, and queue hygiene.
• Cultivates a collaborative and high-performing team culture, fostering open communication and growth.

• Triage of customer and product escalation issues.
• Escalations to internal teams.

• 4+ years of project management or customer/account success or support experience.
• Bachelor’s degree in Business, Communications, Information Systems, or a related field preferred. Equivalent experience may be considered in lieu of a degree.
• Prior experience with CRM tools (e.g. Salesforce) and Microsoft Excel highly preferred.

• Salesforce proficiency
• Strong Excel skills for data analysis, tracking metrics, and identifying trends.
• Ability to monitor case response/resolution metrics and ensure accurate data entry and status tracking.
• Capable of training team members on product subject matter and platform usage.
• Familiarity with operational and procedural documentation best practices.
• Aptitude for applying new knowledge, technologies, and procedures to evolving job requirements.

• Effective communication skills, both verbal and written, with the ability to deliver constructive feedback and present to internal stakeholders.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to delegate tasks appropriately and manage team workflows efficiently.
• Flexible and capable of managing multiple priorities under dynamic conditions.
• Demonstrated ability to foster cooperative working relationships and maintain professionalism in varied situations. Prior people management experience preferred.

Salary Range: $92,000 to $112,500

• Culture:
  Collaborative, Inclusive, and Mission-driven.
• More in your pocket:
  Competitive base salary and a strong variable component.
• We take care of all aspects of our people:
  Generous,…