Customer Success Manager- Commercial Learning

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions.

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. The Customer Success Manager oversees 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 and utilization.
• Serve as the primary contact for administrators in your book of business.
• Conduct regular proactive touchpoints through emails, phone calls, and/or meetings 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 as requested by leadership.
• Participate in the 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 a point of escalation for customer support issues.
• Thoroughly understand your product, including independently providing best practice expertise and 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 You’ll Need

• 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.
• Bachelor’s degree in a related field is highly preferred.
• Confidence in 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.
• Proven expertise in customer renewal strategies with a strong track record of driving retention and fostering long-term relationships.
• Ability to work during business hours from 8:00 am through 5:00 pm Eastern Standard Time, Monday through Friday, and other hours as needed.

What We Value

• Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
• Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
• Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
• Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
• Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
• Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
• Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.