School Customer Success Manager (Remote, US)

Newsela is an education technology company that provides authentic, real-world content for K-12 classrooms. They are seeking a Customer Success Manager who will own and grow a large portfolio of customers, driving measurable outcomes across retention, adoption, and expansion.

Responsibilities:

• 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

Requirements:

• 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
• Background in education is a plus but not required