Enterprise Customer Success Manager

About the Role

Join our Enterprise Customer Success team to directly influence how administrators engage with Newsela. In this pivotal role, you'll drive the expansion and adoption of our products in K-12 classrooms nationwide, ultimately bringing engaging, culturally responsive learning content to students and teachers.

Responsibilities

• Monitor and manage the full client lifecycle for 20-25 enterprise accounts, ensuring optimal engagement and value from Newsela's solutions.
• Leverage data, our tech stack (Gainsight, Salesforce), and customer insights to achieve product adoption, renewal, and expansion goals.
• Own client success planning, conducting discovery, active listening, and synthesizing client goals to ensure successful renewals.
• Partner closely with internal Sales, Marketing, and Support teams to galvanize resources and support for clients.
• Drive successful business reviews and manage an assigned portfolio of clients against key OKRs.
• Exercise significant autonomy and independent judgment in evaluating customer needs, structuring tailored solutions, and influencing business outcomes.
• Travel regularly to meet with customers and prospects, fostering strong relationships.

Requirements

• 3+ years of enterprise-level Customer Success Manager (CSM) experience, specifically within Educational Technology.
• Demonstrated history of consistently meeting and exceeding company OKRs, including renewal rates, health scores, and product adoption.
• Proven ability to drive customer retention and accurately forecast outcomes.
• Capacity to quickly become a product expert, aligning product nuances to solve customer pain points effectively.
• Strong client success planning skills, including asking insightful discovery questions, active listening, and synthesizing client goals.
• A track record of successful partnership with Sales teams to achieve revenue objectives and collaborate across departments.
• Willingness to travel regularly for face-to-face customer engagement.

Nice-to-Haves

• A background or experience in education.
• Familiarity and hands-on experience with Gainsight and Salesforce (SFDC).