Enterprise Customer Success Manager (Remote, US)

Newsela is a leading education technology company dedicated to meaningful classroom learning for every student. The Enterprise Customer Success Manager will influence how administrators engage with Newsela, manage enterprise accounts, and ensure clients receive the necessary support throughout the customer journey.

Responsibilities:

• Manage 25 to 35 enterprise accounts, including some of the largest district accounts in the country
• Utilize data, our tech stack (including Gainsight, Salesforce/SFDC, and Gong), and customer insights to drive company results in product adoption, renewal, and expansion
• 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
• Drive successful business reviews with clients and manage an assigned portfolio of clients and related OKRs
• Own client success planning for your accounts; you'll ask discovery questions, employ active listening skills, and synthesize client goals for successful renewal
• 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
• This role requires significant autonomy, representing the company in the market, making recommendations that impact strategy and results, and managing priorities independently
• 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

Requirements:

• 3+ years of experience as an enterprise level Customer Success Manager (CSM) in K-12 Educational Technology (EdTech)
• Demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, product adoptions OKRs, etc)
• Proven success 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
• Ability to leverage your 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
• Experience 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
• Open to, and excited about, regular travel to meet with customers and prospects (travel requirements depending on business needs)
• Ability to support accounts during Pacific and/or Mountain time business hours
• Legally authorized to work in the US
• Background in education
• Experience with Gainsight
• Experience with Salesforce (SFDC)
• Experience with Gong