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Newsela · 1 day ago

Enterprise Customer Success Manager - Texas

United States

Full-time

Remote

Mid Level

$85K/yr - $88K/yr

3+ years exp

Newsela is a company that transforms real world content into instruction-ready materials for K-12 classrooms. The Enterprise Customer Success Manager will influence client engagement, manage enterprise accounts, and drive product adoption and renewal, ensuring clients receive the necessary support throughout their journey with Newsela.

E-LearningEdTechEducation

Responsibilities

You’ll monitor the health of your portfolio and every step of the client life cycle, while working closely with our internal teams to ensure clients are engaging with and getting the most out of Newsela’s solutions

You will also manage customers as they go through the Newsela Customer Journey, and will 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

Your work will directly impact the expansion and adoption of Newsela products in K-12 classrooms nationwide, and will ultimately help bring engaging, culturally responsive learning content to students and teachers

You will partner closely with members of our Sales, Marketing, and Support teams

You will manage 20 to 25 enterprise accounts – some of the largest district accounts in the country

You’ll leverage data, our tech stack (including Gainsight and Salesforce/SFDC), and customer insights to drive company results in product adoption, renewal, and expansion

You’ll also have the opportunity to 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

You'll drive successful business reviews with clients and manage an assigned portfolio of clients and related OKRs

You will own client success planning for your accounts; you'll ask discovery questions, employ active listening skills, and synthesize client goals for successful renewal

You will 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

You thrive in a role that requires significant autonomy, representing the company in the market, making recommendations that impact strategy and results, and managing priorities independently

You’ll have the opportunity to 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

Qualification

Enterprise CSM experienceEducational TechnologyGainsightSalesforce (SFDC)Customer retentionData analysisClient success planningActive listeningCross-team collaboration

Required

3+ years of enterprise level CSM experience in Educational Technology

A demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, product adoptions OKRs, etc)

A history of 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

Leverage 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

A proven history of 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

Excited by opportunities to connect face-to-face — this position involves regular travel to meet with customers and prospects, depending on business needs

Preferred

A background in education

Gainsight experience

Salesforce (SFDC) experience

Benefits

Comprehensive medical benefits with employer contribution to premiums and to HSA accounts.

Pet insurance

Free access to the Calm app

Monthly tech stipend to support your WFH needs

Inclusive benefits to support you and your family, including parental leave, fertility support, adoption, and more!

401(k) plan, which includes a employer match to help you build long-term financial security.

Flexible PTO plus 10 company holidays plus winter break (Dec 24th - Jan 1st), and Sabbatical Leave offered at tenure.

Annual learning and development allowance to employees to attend external training sessions, classes, workshops, conferences, and educational materials