Newsela
Educational Technology
EnterpriseCustomerSuccessManager(Remote,US)
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“Enterprise Customer Success Manager (Remote, US) at Newsela. Skills: Customer Success, Account Management, Client Retention. Manage enterprise accounts. Monitor client health”
What You'll Achieve.
Product adoption; Renewal; Expansion; Customer retention; Accurate forecasting; Maximize results; Scale Newsela's ability to bring engaging, culturally responsive learning content
Industry & Context.
Synthesize client goals; Uncover hidden needs; Get to the root of the problem
Open to regular travel to meet with customers and prospects, Support accounts during Pacific and/or Mountain time business hours, Background check required
What They're Looking For.
Must Have
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, 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, Ability to support accounts during Pacific and/or Mountain time business, Legally authorized to work in the US
Nice to Have
background in education, Gainsight experience, Salesforce (SFDC) experience, Gong experience
What You'll Do.
Manage enterprise accounts
Monitor client health
Manage client lifecycle
Drive company results
Drive product adoption
Manage assigned portfolio
Own client success planning
Ask discovery questions
Synthesize client goals
Impact expansion of products
Impact adoption of products
Represent the company
Evaluate customer needs
Structure tailored solutions
Negotiate within guidelines
Influence revenue outcomes
Influence business outcomes
How You'll Work.
Team & Collaboration
Partner closely with members of our Sales, Marketing, and Support teams; Work across teams to galvanize support
Communication Scope
Active Listening
Full Job Description
Why You'll Love This Role: As a member of our Enterprise Customer Success team, you’ll have the opportunity to directly influence how administrators engage with Newsela. 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. You will have the opportunity to partner closely with members of our Sales, Marketing, and Support teams. 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. What You'll Be Doing: 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 t
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