Hybrid Customer Success Specialist

at VitalSource

• Job title: Customer Success Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $46,000 - $57,500 per year
• Degree requirement: High School Diploma
• Tech skills: AEM
• Location requirements: Hybrid, Houston, United States

About the role

• Customer Success Specialist enhancing student experience at VitalSource Technologies. Supporting campus partnerships with training, reporting, and customer engagement activities.

Responsibilities

• Serve as the on-campus frontline representative for the course materials affordability and access program
• Address basic program related inquiries, including general inquiries regarding faculty adoptions, student access, and logistics
• Conduct AEM/CSM provided basic faculty training on the course material adoption platform and processes
• Coordinate onsite activity with third-party fulfillment partner during distribution periods, including material receiving, inventory, and student distribution
• Monitor quality and escalate any issues to the CSM
• Maintain a visible and supportive presence during high-traffic periods
• Track and report on key metrics including student interactions, training sessions, and distribution progress
• Represent VitalSource at campus events (e.g., orientations, tabling events, resource fairs)
• Collect & summarize real-time feedback from students, faculty, and staff
• Assist in executing on-campus components of marketing and awareness campaigns
• Ensure signage and informational materials are current and placed appropriately across campus
• Build and maintain positive working relationships with campus departments (e.g., bookstore, IT, student services)
• Provide occasional support to other internal teams (e.g. Adoptions Enablement, Customer Enablement, etc …)

Requirements

• 1-2 years in a customer facing or support role; experience in higher education or Bookstore operations is a plus
• Proficiency using technology and digital customer relationship management tools for tracking and reporting, Microsoft Office Suite
• Strong analytical, problem-solving, and decision-making skills
• Strong communication and collaboration skills across multiple channels (email, Slack, video conferencing, in-person)
• Strong public speaking and presentation skills
• Problem-solving mindset and conflict resolution skills
• Ability to take initiative and work independently
• Knowledge and understanding of higher education environments, ideally in student services or academic support

Benefits

• Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
• 401K match up to 5%
• 12 weeks of paid parental leave
• Tuition reimbursement program
• 4 weeks’ vacation, 12 sick days, 1 company holidays, and 3 personal days
• Flexible work schedules and remote capabilities
• Opportunities for fitness challenges and rewards