School Customer Success Manager

Summary

Join Newsela's expanding Customer Success organization as a School Customer Success Manager. You will work directly with schools and districts to ensure successful adoption of Newsela's platform, monitoring portfolio health and collaborating with internal teams. Leverage data and customer insights to drive product adoption, renewals, and expansion. Manage customers throughout their journey, providing support and resources for an exceptional experience. Partner with Sales, Marketing, and Support teams. This role offers the opportunity to influence how school districts engage with Newsela, impact education, and contribute to scaling Newsela's reach.

Requirements

• Have 1+ year 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 KPIs (may include renewal, health scores, production adoptions KPIs, etc)

Responsibilities

• Work directly with our schools and districts to ensure their success and continued adoption of our industry-leading platform
• Monitor the health of your portfolio, and work closely with our 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, 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 members of our Sales, Marketing, and Support teams

Preferred Qualifications

• A background in education
• Experience using Gainsight and Salesforce (SFDC)

Benefits

• Base compensation range: $60,000 - $67,500 per year
• Variable
• Incentive stock options
• Benefits