Customer Success Manager

Summary

Join Newsela's Customer Success team as a SMB Customer Success Manager and play a vital role in ensuring the success of schools and districts using our platform. You will monitor client lifecycle, work with internal teams to maximize platform usage, and drive company results through product adoption and renewal. Leveraging data and customer insights, you will manage customer journeys, providing support and resources for an exceptional experience. Collaborate closely with Sales, Marketing, and Support teams. This role offers the opportunity to influence education, enhance student engagement, and personalize your approach to partnerships. You will directly impact Newsela's expansion and adoption of its products.

Requirements

• Have 2+ years of experience in owning a large portfolio of accounts through the entire customer journey (post-sale through renewal) while being attentive to the health, needs, and goals of your clients
• Proactively engage in client communication, use data to identify opportunities for growth, and have demonstrated success in monitoring customer health and driving renewals
• Be able to leverage your experience in client success planning, and be able to ask discovery questions, actively listen, and synthesize client goals, to effectively uncover hidden needs and get to the root of the problem
• Have a demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, production adoption KPIs, etc)

Responsibilities

• Work directly with schools and districts to ensure their success and continued adoption of Newsela's platform
• Monitor and interact with every step of the client life cycle
• Monitor the health of your portfolio
• Work closely with internal teams to ensure clients are engaging with and getting the most out of Newsela’s solutions, and ultimately renewing their investment in Newsela
• Leverage data, our tech stack, and customer insights to drive company results in product adoption, renewal, and expansion
• Manage customers as they go through the Newsela Customer Journey
• 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
• Partner closely with members of our Sales, Marketing, and Support teams

Preferred Qualifications

• Have a background in education
• Have experience using Gainsight and Salesforce (SFDC)

Benefits

• Base salary: $65,000 - $70,000
• On-Target Commission (OTC): $12,500
• On-Target Earnings (OTE): $77,500 - $82,500
• Incentive stock options
• 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
• Flexible PTO to recharge, including Sabbatical Leave
• Robust DEIB curriculum, Identity & Experience Groups (Affinity Groups + Employee Resource Group), Authentic & Transparent conversations with Executive Leadership Teams, and integration of DEIB lens across Talent lifecycle processes
• Holistic Learning & Development Programs that enable meaningful & inclusive experiences, programs that build future-focused competencies, cohort & community learning sessions that foster a sense of belonging, and individual development plans aligned with your personal and professional aspirations to turn goals into reality