[Hiring] Manager, VSL Customer Success @Cambium Learning Group

Role Description

The Manager, VSL Customer Success will lead and develop the Customer Success function at Voyager Sopris Learning, building a proactive, scalable, and measurable organization that drives customer outcomes and business results. Reporting to the Director, VSL Customer Success, this role will lead the Customer Success operating model across implementation, adoption, customer health, retention, renewals, and expansion.

• Establish clear expectations, processes, performance measures, and accountability across the team.
• Partner closely with Sales, Product, Professional Learning, Marketing, Operations, and Support.
• Engage with strategic, high-value, or complex customer situations when appropriate.

Qualifications

• 7+ years of progressive experience in Customer Success, account management, client services, implementation, or a related customer-facing function.
• 5+ years of experience leading and developing teams, with accountability for team performance and customer outcomes.
• Demonstrated experience building or operationalizing Customer Success processes, frameworks, KPIs, and performance practices.
• Experience using CRM systems, customer data, dashboards, and analytics to manage customer health, adoption, retention, renewal, and/or expansion.
• Experience partnering with Sales on renewals, expansion, customer strategy, or revenue opportunities.
• Strong commercial and business acumen with the ability to balance customer needs and business objectives.
• Experience leading teams through organizational, process, or technology change.
• Demonstrated ability to establish accountability and performance expectations within experienced or tenured teams.
• Experience managing complex customer relationships and influencing cross-functional stakeholders.
• Strong process and systems orientation with the ability to improve efficiency, consistency, and scalability.

Requirements

• K-12 or EdTech experience, particularly literacy, mathematics, or intervention.
• Salesforce experience.
• Experience with customer health scoring, churn-risk management, renewals, or expansion programs.
• Experience building Customer Success dashboards or reporting tied to business performance.
• Experience building or transforming a Customer Success operating model.

Benefits

• Remote First work environment with flexibility and trust.
• Reimbursement to help cover the cost of setting up your home or remote office.

Company Description

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex (including pregnancy, gender, gender identity/expression, or sexual orientation), national origin, protected veteran status, disability, or genetic information (including family medical history).