Newsela · 1 day ago
Enterprise Customer Success Manager - Midwest
United States
Full-time
Remote
Mid, Senior Level
$85K/yr - $88K/yr
3+ years expNewsela is a company that takes authentic, real world content from trusted sources and makes it instruction ready for K-12 classrooms. The Enterprise Customer Success Manager will directly influence client engagement, manage a portfolio of enterprise accounts, and ensure the successful adoption of Newsela products in educational settings.
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
Required
3+ years of enterprise level CSM experience in Educational Technology
Demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, product adoptions OKRs, etc)
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
Proven history of partnering with the Sales team to achieve revenue goals, and 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
Background in education
Gainsight and Salesforce (SFDC) experience
Benefits
Comprehensive medical benefits with employer contribution to premiums and to HSA accounts.
Additional benefits such as pet insurance, free access to the Calm app, and more to help you stay healthy: mind, body, and soul.
We are a fully remote company.
We provide a monthly tech stipend to support your WFH needs!
Inclusive benefits to support you and your family, including parental leave, fertility support, adoption, and more!
Invest in your future with our 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.
Newsela offers an annual learning and development allowance to employees to attend external training sessions, classes, workshops, conferences, and educational materials to foster professional growth within their current role and career aspirations at Newsela.
No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.
Company
Newsela
Newsela is an Ed-tech startup that takes content from trusted providers and turns it into learning materials.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$172.16MKey Investors
TCVKleiner PerkinsOwl Ventures
2021-02-25Series D· $100M
2019-03-13Series C· $50M
2017-02-01Series B
Leadership Team
Pep Carrera
Chief Executive Officer
Dan Cogan-Drew
Co-Founder and Chief Academic Officer
Recent News
Company data provided by crunchbase