Customer Success Specialist

VitalSource®, is hiring a Customer Success Specialist to contribute to our Customer Success team based in Houston, Texas. Please note: Only candidates who currently reside in Houston, Texas will be considered for this position. This role involves a hybrid work arrangement, combining remote work with regular in-person visits. The position requires travel to assigned campuses approximately 2–3 days per week, with extended presence during peak periods.

As a Campus Success Specialist, you’ll be the trusted on-site ambassador for our course materials program and bookstore operations at designated partner institutions. In this pivotal role, you’ll combine your customer service expertise, relationship-building skills, and confident public speaking abilities to support and enhance the student experience. While working closely with a Strategic Customer Success Manager, you’ll play a key role in ensuring the success and smooth operation of our campus partnerships.

Key Responsibilities:

Program & Campus Support

• 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

Operational Oversight

• 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

Outreach & Engagement

• 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)
• Coordinate with CSM and Marketing team and help execute on-campus components of marketing and communication plan 

Other Duties:

• Provide occasional support to other internal teams (e.g. Adoptions Enablement, Customer Enablement, etc…)
• Assist with special projects or cross-functional campus initiatives
• Identify opportunities to improve on campus processes and engagement
• Other duties as assigned

Required Qualifications:

• Associate’s degree or equivalent experience; bachelor’s degree preferred
• 1-2 years in a customer facing or support role; experience in higher education or Bookstore operations is a plus

Technical Skills:

• Proficiency using technology and digital customer relationship management tools for tracking and reporting, Microsoft Office Suite
• Strong analytical, problem-solving, and decision-making skills
• Experience managing relationships

Soft Skills & Competencies:

• 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