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 2–3 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 partners—driving 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 practices—ensuring 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 educati