Enterprise Customer Success Manager (Remote, US)
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. You will have the opportunity to partner closely with members of our Sales, Marketing, and Support teams. 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.
Requirements
- 3+ years of experience as an enterprise level Customer Success Manager (CSM) in K-12 Educational Technology (EdTech).
- Demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, product adoptions OKRs, etc).
- Proven success 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
- Ability to leverage your experience in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals, to effectively uncover hidden needs and get to the root of the problem.
- Experience 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.
- Open to, and excited about, regular travel to meet with customers and prospects (travel requirements depending on business needs).
- Ability to support accounts during Pacific and/or Mountain time business hours; open to candidates located anywhere in the US.
- Legally authorized to work in the US.
- All offers of employment are contingent upon the successful completion of a background check as part of our pre-employment process.
Nice To Haves
- Background in education
- Gainsight experience
- Salesforce (SFDC) experience
- Gong experience
Responsibilities
- Manage 25 to 35 enterprise accounts, including some of the largest district accounts in the country.
- Utilize data, our tech stack (including Gainsight, Salesforce/SFDC, and Gong), and customer insights to drive company results in product adoption, renewal, and expansion.
- 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.
- Drive successful business reviews with clients and manage an assigned portfolio of clients and related OKRs.
- Own client success planning for your accounts; you'll ask discovery questions, employ active listening skills, and synthesize client goals for successful renewal.
- 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.
- This role requires significant autonomy, representing the company in the market, making recommendations that impact strategy and results, and managing priorities independently.
- 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.
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 to support WFH needs
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
