Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee 25 to 35 enterprise accounts, including some of the largest district accounts nationwide.

• Leverage data, our technology stack (which includes Gainsight, Salesforce/SFDC, and Gong), and customer insights to drive results in product adoption, renewals, and expansions.

• Utilize frameworks in your work while retaining the autonomy and discretion to tailor your partnership approach with each district according to their specific goals and needs.

• Facilitate successful business reviews with clients and manage a designated portfolio of clients along with related OKRs.

• Take ownership of client success planning for your accounts; you will ask discovery questions, practice active listening, and synthesize client goals for effective renewals.

• Directly influence the expansion and adoption of Newsela products, ultimately enhancing Newsela’s ability to deliver engaging, culturally responsive learning content to K-12 classrooms across the nation.

• This position demands a high degree of autonomy, representing the company in the market, making strategic recommendations, and managing priorities independently.

• Exercise independent judgment on significant matters, including assessing customer needs, crafting tailored solutions, negotiating within established guidelines, and influencing revenue and business outcomes.

⛳️ Requirements

• A minimum of 3 years of experience as an enterprise-level Customer Success Manager (CSM) in K-12 Educational Technology (EdTech).

• A proven track record of achieving and surpassing company OKRs (which may include renewals, health scores, product adoption OKRs, etc.).

• Demonstrated success in driving customer retention and accurately forecasting results.

• Proactively manage a client portfolio and develop a strategic plan to maximize outcomes.

• Monitor account health to pinpoint areas of risk and opportunity, utilizing data and insights to drive product and partnership initiatives.

• Quickly become proficient in your company's products, grasping their nuances and effectively aligning them to address customer challenges.

• Ability to leverage your expertise in client success planning, asking discovery questions, actively listening, and synthesizing client goals to uncover hidden needs and identify core issues.

• Experience collaborating with the Sales team to achieve revenue targets, working across teams to rally support and ensure clients have the necessary resources to optimize their partnership.

• Willingness and enthusiasm for regular travel to engage with customers and prospects (travel requirements based on business needs).

• Legally authorized to work in the United States.

🏝️ Benefits

• Comprehensive medical benefits with employer contributions to premiums and HSA accounts.

• Additional perks such as gym reimbursement, pet insurance, free access to the Calm app, Rocket Lawyer, and more to support your holistic well-being.

• We operate as a fully remote company.

• Monthly tech stipend to assist with your work-from-home needs!

• Inclusive benefits designed to support you and your family, including parental leave, fertility support, adoption assistance, and more!

• Invest in your future through our 401(k) plan, which includes employer matching to help you establish long-term financial security.

• Flexible PTO, paid sick leave, company holidays, plus a winter break (from December 24th to January 1st).

• Newsela provides an annual learning and development allowance for employees to attend external training sessions, classes, workshops, conferences, and obtain educational materials to promote professional growth within their current roles and career aspirations at Newsela.

• Regardless of your role or department, the work you do each day contributes to shaping the future of education and enhancing the lives of students and teachers.