Enterprise Customer Success Manager

March 24

Newsela

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Meaningful classroom learning for every student.

Education • K-12 Education • Instructional content

201 - 500

💰 $100M Series D on 2021-02

Description

• 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.

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 • 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. • 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. • While not required, a background in education and/or Gainsight and Salesforce (SFDC) experience is a plus. • Preference for candidates located in CA, OR, and WA.

Benefits

• Access to the world’s leading medical experts for healthcare (pets included!). Discounts and resources to stay healthy: mind, body, and soul. • Almost all of our roles are fully remote - tech stipend included! • Supplemental programs and time off to take care of your family and yourself.