Virtual Store Manager

Virtual Store Manager

VitalSource is hiring a Virtual Store Manager to contribute to our Customer Success team located in San Diego, California. This is a hybrid role that combines on-campus support with remote work. The schedule includes three days on campus during high-volume periods, full in-person support during launch periods (approximately three weeks), and 23 days on campus as needed on a regular basis. Occasional travel is required up to 25% for customer visits, in-person team meetings, and conferences.

As a Virtual Store Manager, you'll own the day-to-day success of a portfolio of institutional partnersdriving adoption, revenue, and satisfaction through strategic, term-based planning. You'll lead term readiness, facilitate stakeholder meetings and business reviews, and partner cross-functionally to deliver on commitments. Using performance insights and customer feedback, you'll identify risks, uncover opportunities, and champion best practicesensuring a seamless, high-quality customer experience every step of the way.

Key Responsibilities:

• Own portfolio outcomes for standard complexity accounts by creating, maintaining, and executing Success Plans to achieve revenue and customer satisfaction targets; report progress and risks to leadership.
• Lead term readiness ("pre-flight") for assigned accounts by confirming settings/configurations, milestones, and launch readiness; escalate blockers that threaten term start.
• Drive cross-functional execution by monitoring dependencies across internal teams (operations, enablement, support, integrations, product, ecommerce, finance, marketing) and coordinating escalations and follow-through when delivery is at risk.
• Manage customer governance and engagement through regular stakeholder meetings and scheduled Business Reviews/Success Plan resets to align goals, KPIs, and operational plans.
• Provide customer enablement and best-practice guidance on VitalSource tools and processes, including maintaining required product certifications and contributing to documentation.
• Use data and insights to refine Success Plans, identify opportunities/risks, and surface practical product/process improvement recommendations to internal teams.

Required Qualifications:

• 2-4 years in customer success, account management, or related field.
• Prior experience with SaaS solutions and customer success platforms preferred.

Salary Range: $73,500 to $85,000

What We Offer:

• 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, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance.
• Retirement: 401K match up to 5%.
• We support our families: 12 weeks of paid parental leave.
• Continued education: Use our tuition reimbursement program.
• The Importance of Balance: Start at 4 weeks' vacation, 12 sick days, 11 company holidays, and 3 personal days.
• Flexibility: Flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home.
• Wellness: Opportunities for fitness challenges and rewards.

Who We Are:

VitalSource Technologies, LLC has powered digital content delivery across the higher education ecosystem for over 30 years. Winner of the 2024 CODiE award for Most Innovative Ed Tech company, VitalSource delivers more than 28 million learning materials globally each year. With unmatched scale, the VitalSource Learning Delivery Network is trusted by thousands of content providers and institutions worldwide to deliver impactful learning experiences, fuel affordable access programs, and drive a learning advantage for every student.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English
• EEO Poster in Spanish