Job Overview:
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. The Manager will establish clear expectations, processes, performance measures, and accountability across the team while partnering closely with Sales, Product, Professional Learning, Marketing, Operations, and Support.
This is a hands-on leadership role requiring strong people leadership, operational rigor, customer and commercial acumen, data-informed decision making, and change leadership. The Manager will develop the team and operating model while personally engaging with strategic, high-value, or complex customer situations when appropriate.
Job Responsibilities:
Customer Success Strategy & Operations
- Translate Customer Success strategy into clear priorities, roles, ownership, processes, and operating rhythms.
- Build scalable practices across implementation, adoption, customer health, retention, renewal, and expansion.
- Establish clear handoffs and accountability across Sales, Customer Success, Implementation, Professional Learning, Product, Support, and Operations.
- Continuously improve processes, systems, and workflows based on customer needs, business priorities, and performance data.
Customer Outcomes & Business Performance
- Establish and manage customer health practices that identify adoption, risk, opportunity, and intervention needs.
- Develop proactive approaches to implementation, adoption, retention, and renewal.
- Partner with Sales on account strategy, renewals, and qualified expansion opportunities.
- Help the team balance customer advocacy with appropriate commercial and business judgment.
- Monitor trends in retention, renewal, expansion, and customer health and translate insights into action.
Strategic & Complex Customers
- Personally engage with strategic, high-value, or complex customers when appropriate.
- Support executive-level conversations, significant escalations, strategic account planning, and critical retention, adoption, implementation, or expansion opportunities.
- Help resolve complex customer challenges while maintaining clear ownership within the team.
Team Leadership & Change
- Lead, coach, develop, and hold team members accountable for performance and customer outcomes.
- Establish clear goals, expectations, and performance measures.
- Lead an experienced team through changes in processes, systems, roles, and expectations.
- Address performance concerns directly and foster a culture of accountability, collaboration, and continuous improvement.
- Balance respect for institutional knowledge with the need to evolve how the organization operates.
Data, Systems & Continuous Improvement
- Establish Customer Success KPIs tied to customer health, adoption, implementation, retention, renewal, expansion, and revenue.
- Ensure consistent and effective use of Salesforce and other Customer Success systems.
- Use data, dashboards, and customer insights to identify trends, risks, opportunities, and performance gaps.
- Translate data into clear business decisions and actions.
- Improve visibility, data quality, efficiency, and scalability across the function.
Cross-Functional Leadership
- Build strong partnerships across Sales, Product, Professional Learning, Marketing, Operations, and Support.
- Establish effective communication, handoffs, escalation paths, and shared accountability.
- Represent Customer Success in cross-functional planning and decision-making.
- Surface systemic customer and operational issues and drive sustainable solutions.
Leadership Scope
The Manager will lead and develop:
- Customer Success Managers
- Strategic Implementation Success Managers
- Strategic District Partners
- Product Enablement & Analytics Manager
The role is accountable for creating an integrated Customer Success organization with clear ownership, consistent operating practices, and measurable performance across the customer lifecycle.
Job Requirements:
- 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.
Preferred Qualifications:
- K-12 or EdTech experience, particularly literacy, mathematics, or intervention.
- 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.
To learn more about our organization and the exciting work we do, visit https://www.voyagersopris.com/.
Remote First Work Environment
Our Remote First approach gives employees the flexibility and trust they need to effectively balance work with life. It creates a culture in which all employees are valued and where success is measured in results. It allows us to work collaboratively, inclusively and for greater positive impact, regardless of our individual locations.
If you will be working remotely, either occasionally or on a permanent basis, you must have a reliable internet connection through a cable or fiber-optic broadband service with minimum speeds of 10 Mbps download and 5 Mbps upload.
The successful candidate will be expected to actively participate in video-based interviews during the recruiting process and ongoing virtual meetings with their camera on, as part of their role. To maintain confidentiality and ensure a fair evaluation process, the use of note-taking tools, reference materials, or AI-powered tools (including generative AI, language models, or similar technologies) during interviews or other selection activities is prohibited unless prior written approval has been obtained from the People Experience team. If you require an exception for medical, accessibility, or other reasons, please contact your Talent Acquisition team member to discuss accommodations in advance.
As part of our Remote-First benefits, Cambium offers reimbursement to help cover the cost of setting up your home or remote office.
An Equal Opportunity Employer
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).
We will provide reasonable accommodations for qualified individuals with disabilities. You may request an accommodation during the recruiting process with your Talent Acquisition team member.
