Customer Success Specialist

VitalSource is a leading company in digital content delivery across the higher education ecosystem, and they are seeking a Customer Success Specialist to join their Customer Success team in Houston, Texas. This role involves serving as an on-campus representative for course materials programs and bookstore operations, enhancing the student experience through customer service and relationship-building.

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
• 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 Customer Success Manager
• Maintain a visible and supportive presence during peak sessions
• 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)
• Coordinate with Customer Success and Marketing team and help execute on-campus components of marketing and communication plan
• 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

Skills

• 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
• Experience managing relationships
• 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

• Generous, well-rounded benefits such as 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
• Use our tuition reimbursement program
• Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days
• Flexible work schedules and remote capabilities (by team)
• Opportunities for fitness challenges and rewards

Company Overview