Enterprise Customer Success Manager

Newsela

4h•$85,000 - $88,000•Remote

About The Position

As a member of our Enterprise Customer Success team, you’ll have the opportunity to directly influence how administrators engage with Newsela. You’ll monitor the health of your portfolio and every step of the client life cycle, while working closely with our internal teams to ensure clients are engaging with and getting the most out of Newsela’s solutions. You will also manage customers as they go through the Newsela Customer Journey, and will ensure they have the necessary support and resources at each step in the process to create an exceptional experience from the pre-sale team introduction throughout the full lifecycle. Your work will directly impact the expansion and adoption of Newsela products in K-12 classrooms nationwide, and will ultimately help bring engaging, culturally responsive learning content to students and teachers. You will partner closely with members of our Sales, Marketing, and Support teams. Why you’ll love this role: You will manage 20 to 25 enterprise accounts – some of the largest district accounts in the country. You’ll leverage data, our tech stack (including Gainsight and Salesforce/SFDC), and customer insights to drive company results in product adoption, renewal, and expansion. You’ll also have the opportunity to leverage frameworks for your work while still maintaining autonomy and discretion to personalize your approach to partnership with each district based on their goals and needs. You'll drive successful business reviews with clients and manage an assigned portfolio of clients and related OKRs. You will own client success planning for your accounts; you'll ask discovery questions, employ active listening skills, and synthesize client goals for successful renewal. You will have a direct impact on the expansion and adoption of Newsela products, which will ultimately scale Newsela’s ability to bring engaging, culturally responsive learning content to K-12 classrooms nationwide. You thrive in a role that requires significant autonomy, representing the company in the market, making recommendations that impact strategy and results, and managing priorities independently. You’ll have the opportunity to exercise discretion and independent judgment on matters of significance, including evaluating customer needs, structuring tailored solutions, negotiating within established guidelines, and influencing revenue and business outcomes. Why you’re a great fit: You have 3+ years of enterprise level CSM experience in Educational Technology. You have a demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, product adoptions OKRs, etc). You have a history of driving customer retention and forecasting accurately. You proactively manage a portfolio of clients and build a strategic plan to maximize results. You monitor account health to identify areas of risk and opportunity, and leverage data and insights to drive product and partnership action. You quickly become a product expert, understanding the nuances of your company’s products and acutely aligning them to solve for customer pain points You are able to leverage your experience in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals,ƒ to effectively uncover hidden needs and get to the root of the problem. You have a proven history of partnering with the Sales team to achieve revenue goals, and are able to work across teams to galvanize support and ensure clients have the resources they need to get the most out of their partnership. You’re excited by opportunities to connect face-to-face — this position involves regular travel to meet with customers and prospects, depending on business needs. While not required, a background in education and/or Gainsight and Salesforce (SFDC) experience is a plus.

Requirements

3+ years of enterprise level CSM experience in Educational Technology.
Demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, product adoptions OKRs, etc).
History of driving customer retention and forecasting accurately.
Proactively manage a portfolio of clients and build a strategic plan to maximize results.
Monitor account health to identify areas of risk and opportunity, and leverage data and insights to drive product and partnership action.
Quickly become a product expert, understanding the nuances of your company’s products and acutely aligning them to solve for customer pain points
Able to leverage your experience in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals,ƒ to effectively uncover hidden needs and get to the root of the problem.
Proven history of partnering with the Sales team to achieve revenue goals, and are able to work across teams to galvanize support and ensure clients have the resources they need to get the most out of their partnership.
Excited by opportunities to connect face-to-face — this position involves regular travel to meet with customers and prospects, depending on business needs.

Nice To Haves

Background in education and/or Gainsight and Salesforce (SFDC) experience is a plus.

Responsibilities

Monitor the health of your portfolio and every step of the client life cycle
Manage customers as they go through the Newsela Customer Journey
Drive successful business reviews with clients and manage an assigned portfolio of clients and related OKRs.
Own client success planning for your accounts
Partner with the Sales team to achieve revenue goals

Benefits

Comprehensive medical benefits with employer contribution to premiums and to HSA accounts.
Pet insurance
Free access to the Calm app
Monthly tech stipend
Parental leave
Fertility support
Adoption
401(k) plan, which includes a employer match
Flexible PTO
10 company holidays
Winter break (Dec 24th - Jan 1st)
Sabbatical Leave offered at tenure
Annual learning and development allowance