Customer Success Manager

Summary

Join Newsela's Customer Success team as a Mid-Market Customer Success Manager, partnering with district leaders to achieve their goals using Newsela. You will build partnership plans, leverage data and insights to drive product adoption, renewal, and expansion. Manage customer journeys, ensuring support and resources are available. Collaborate with the Professional Learning team to meet client training needs. Directly influence district administrator engagement with Newsela, enhancing how districts and teachers engage students. Build outcome-oriented partnerships focused on client success, embedding Newsela into district curricula. Your work will impact Newsela product expansion and adoption in K-12 classrooms nationwide.

Requirements

• Have 3+ years experience managing a portfolio of accounts in EdTech and have demonstrated the ability to drive revenue through growth, retention, and expansion
• Be meticulous about understanding your clients’ goals and be their biggest advocate in ensuring they achieve them
• Be experienced in client success planning, and be able to ask discovery questions, actively listen, and synthesize client goals
• Leverage your strong product knowledge and regional expertise with your relationship building skills to make yourself a trusted partner that clients love working with
• Have a mastery in strategically planning and executing your client interactions, regularly checking the pulse and proactively reaching out to them to ensure satisfaction and renewals

Responsibilities

• Manage a portfolio of mid-market accounts
• Work with districts to identify their goals and intended use with Newsela, and build out a partnership plan to achieve those goals
• 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, and 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 our Professional Learning team to ensure professional development training is meeting the specific needs of your clients

Preferred Qualifications

• Gainsight and Salesforce (SFDC) experience is a plus
• Experience owning renewals as a CSM at an EdTech company is strongly preferred

Benefits

• Base salary: $75,000 - $80,000
• On-target commission: $20,000
• On-target earnings : $95,000 - $100,000
• Total compensation for this role also includes incentive stock options and benefits