Customer Success Specialist

Summary

Join Newsela's Customer Success department as a Customer Success Specialist, supporting the internal CSM team across all customer segments. You will build relationships, create efficiencies, and drive positive customer outcomes. Responsibilities include data analysis, renewal support, customer engagement, coverage support, quote preparation, stakeholder discovery, data cleanup, onboarding, and issue resolution. This role requires a minimum of one year of relevant experience, excellent communication skills, strong data tool proficiency, and a proactive mindset. A Bachelor's degree is preferred. Newsela offers a competitive salary and benefits package, including remote work, flexible PTO, health and wellness programs, and professional development opportunities.

Requirements

• Minimum of 1 year of professional experience in a relevant role
• Excellent communication and relationship-building skills
• Ability to manage multiple tasks and priorities with attention to detail
• Strong proficiency in data tools (e.g., Tableau) and CRM systems (e.g., Salesforce)

Responsibilities

• Pull and analyze customer data from Tableau and other internal data tools to provide actionable insights
• Assist districts during their decentralization efforts for renewals in 2025, ensuring a seamless process for both internal and external stakeholders
• Create customer-facing slide decks for Executive Business Reviews (EBRs) and implement school engagement tactics to drive adoption and satisfaction
• Provide customer coverage for CSMs on sabbatical or leave, ensuring uninterrupted service and support for customers
• Assist with the preparation of complex renewal quotes, ensuring accuracy and alignment with customer needs
• Identify and document new district stakeholders to strengthen customer relationships and communication strategies
• Create process efficiencies for the CSM team and maintain clean and accurate contact data in Salesforce (SFDC) and Gainsight
• Support the onboarding of new customers and provide assistance in resolving customer issues to maintain high levels of satisfaction

Preferred Qualifications

• Bachelor’s degree
• Former educators with classroom experience or individuals with prior customer success experience
• A proactive mindset with a focus on creating efficiencies and driving results

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
• 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