Own a portfolio of 150–300 customers with clear accountability for retention, adoption, and expansion outcomes
Proactively engage customers through calls, meetings, and scaled campaigns to drive value and momentum
Monitor health signals, usage data, and renewal indicators to prioritize the highest-impact actions
Lead renewal strategy and execution, reducing risk and securing long-term partnerships
Identify and drive expansion opportunities in partnership with Sales
Run efficient, scalable motions (segmentation, automation, 1:many engagement) to maximize reach and impact
Conduct discovery to understand goals, align on outcomes, and position Newsela as a strategic partner
Solve root causes of customer challenges rather than addressing surface-level symptoms
Maintain accurate forecasting, planning, and execution tracking in our systems
Leverage core tools (ex. Salesforce, Gainsight, Gong, Salesloft) to manage your book of business with consistency, operational rigor, and clear process adherence
Continuously seek feedback and improve your approach to raise the bar on performance and outcomes

2+ years of experience managing a large or high-volume portfolio of accounts
Proven success owning renewals, retention, or expansion targets
Comfortable making frequent proactive calls and running many customer conversations weekly
Strong prioritization skills and ability to manage 150–300 accounts effectively
Data-driven and outcomes-focused; you measure success and adjust quickly
Experience with scalable or tech-touch customer motions
Direct, clear communicator who builds trust quickly
Naturally takes ownership and follows through on commitments
Proactively seeks feedback and continuously improves
Skilled at diagnosing root causes and solving problems independently
Track record of meeting or exceeding goals/OKRs
Experience with Gong, Salesloft, Salesforce, or similar tools is a plus
Background in education is a plus but not required.

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 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).
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.

Customer Success Manager – Scaled Portfolio

Key skills