The Enterprise Customer Success Manager (CSM) will manage a portfolio of accounts of the large school districts. You will work with districts to identify their goals and intended use with Newsela, and will build out a partnership plan to achieve those goals. You’ll leverage data, our tech stack, and customer insights to drive company results in product adoption, renewal, and expansion. 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. Through your partnership with districts, your customers will see Newsela as a trusted advisor and thought leader. You’ll partner closely with our Sales, Support, and Professional Learning teams.
Why You’ll Love This Role:
As part of our growing Customer Success team, you’ll have the opportunity to directly influence how administrators engage with Newsela. You’ll be able 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. 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.
Why we'll love you:
You have 3+ years of CSM experience with enterprise-level clients in either EdTech or a customer-facing SaaS organization. You’ve demonstrated success conducting business reviews with clients and managing an assigned portfolio of clients and related KPIs. You are experienced in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals. You also uncover hidden needs and ask probing questions to get to the root of a problem; you do not simply take what a client says at face value, but are able to tactfully challenge the client’s thinking and uncover needs and risks. You take all of this information and translate client stated goals into goals that are applicable to Newsela. Additionally you proactively manage a portfolio of clients and build a strategic plan to maximize results. You monitor account health to identify areas of risk and opportunity, and leverage data and insights to drive product and partnership action. You have a demonstrated history of hitting and exceeding company KPIs (may include renewal, health scores, production adoptions KPIs, etc). While not required, a background in education and/or Gainsight and Salesforce (SFDC) experience is a plus.
One of the fastest growing tech companies in K-12 education, Newsela was founded on the principle that while every child may have unique learning preferences, they all deserve a rich learning experience that ignites a love of learning. We built our platform based on learning science research to deliver the most engaging, authentic content to modernize how teaching happens in the classroom. Along with interactive assessments and tools, we provide teachers with digital content at five reading levels -- from +100 of the best sources -- that is relevant to the diverse backgrounds and interests of their students. Since we started in 2013, we’ve established a presence in 90% of U.S. K-12 schools and over 2.5M teachers and 37M students have registered with Newsela.