Associate Customer Success Manager (Remote, US)

Newsela

9h•Remote

About The Position

As a Customer Success Manager at Newsela, you will own and grow a large portfolio of customers, driving measurable outcomes across retention, adoption, and expansion. You will operate like the CEO of your book of business - managing 150–300 accounts with urgency, focus, and accountability. This is a high-volume, outcomes-driven role that blends Customer Success with an account management mindset. Success is defined by impact: helping more teachers and students succeed while meaningfully growing the business. You will prioritize the highest-impact work, proactively engage customers through calls and meetings, and use data and systems to identify risks and opportunities early. You will proactively anticipate issues and take direct ownership to solve root causes, influence outcomes, and consistently raise the bar on results. This role requires strong judgment, autonomy, and execution discipline. You’ll be trusted to make decisions, adapt quickly, and drive measurable business results across your portfolio.

Requirements

2+ years of experience managing a large or high-volume portfolio of accounts
Proven success owning renewals, retention, or expansion targets
Comfortable making frequent proactive calls and running many customer conversations weekly
Strong prioritization skills and ability to manage 150–300 accounts effectively
Data-driven and outcomes-focused; you measure success and adjust quickly
Experience with scalable or tech-touch customer motions
Direct, clear communicator who builds trust quickly
Naturally takes ownership and follows through on commitments
Proactively seeks feedback and continuously improves
Skilled at diagnosing root causes and solving problems independently
Track record of meeting or exceeding goals/OKRs

Nice To Haves

Experience with Gong, Salesloft, Salesforce, or similar tools is a plus
Background in education is a plus but not required

Responsibilities

Own a portfolio of 150–300 customers with clear accountability for retention, adoption, and expansion outcomes
Proactively engage customers through calls, meetings, and scaled campaigns to drive value and momentum
Monitor health signals, usage data, and renewal indicators to prioritize the highest-impact actions
Lead renewal strategy and execution, reducing risk and securing long-term partnerships
Identify and drive expansion opportunities in partnership with Sales
Run efficient, scalable motions (segmentation, automation, 1:many engagement) to maximize reach and impact
Conduct discovery to understand goals, align on outcomes, and position Newsela as a strategic partner
Solve root causes of customer challenges rather than addressing surface-level symptoms
Maintain accurate forecasting, planning, and execution tracking in our systems
Leverage core tools (ex. Salesforce, Gainsight, Gong, Salesloft) to manage your book of business with consistency, operational rigor, and clear process adherence
Continuously seek feedback and improve your approach to raise the bar on performance and outcomes

Benefits

Comprehensive medical benefits with employer contribution to premiums and to HSA accounts
Gym reimbursement
Pet insurance
Free access to the Calm app
Rocket Lawyer
Monthly tech stipend
Parental leave
Fertility support
Adoption assistance
401(k) plan with employer match
Flexible PTO
Paid sick time off
Company holidays
Winter break (Dec 24th - Jan 1st)
Annual learning and development allowance
Incentive stock options