Enterprise Customer Success Manager

🕒 May 27

🇺🇸 United States – Remote

💵 $85k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Newsela

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

💰 $100M Series D on 2021-02

Newsela is a fast-growing education technology startup with a single ambitious goal: Meaningful classroom learning for every student. We provide engaging, relevant instructional content for teachers that both educates and inspires. With nearly two million teachers signed up, Newsela is helping kids improve their reading skills in all 50 states and more than 150 countries. We seek passionate, creative employees with quick minds and warm hearts. If you believe that all students deserve a more rigorous, more personalized learning experience, please apply to join our team.

📋 Description

• 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.

🎯 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). • Legally authorized to work in the US.

🏖️ Benefits

• Comprehensive medical benefits with employer contribution to premiums and to HSA accounts. • Additional benefits such as gym reimbursement, pet insurance, free access to the Calm app, Rocket Lawyer and more to help you stay healthy: mind, body, and soul. • We are a fully remote company. • We provide a monthly tech stipend to support your WFH needs! • Inclusive benefits to support you and your family, including parental leave, fertility support, adoption, and more! • Invest in your future with our 401(k) plan, which includes a employer match to help you build long-term financial security. • Flexible PTO, paid sick time off, company holidays plus winter break (Dec 24th - Jan 1st). • Newsela offers an annual learning and development allowance to employees to attend external training sessions, classes, workshops, conferences, and educational materials to foster professional growth within their current role and career aspirations at Newsela. • No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.