Enterprise Customer Success Manager

<p><span style="font-size: 12pt;"><strong>The Role:&nbsp;</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">As a member of our Enterprise Customer Success team, you’ll have the opportunity to directly influence how administrators engage with Newsela.&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You will partner closely with members of our Sales, Marketing, and Support teams.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Why you’ll love this role:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You will manage 20 to 25 enterprise accounts – some of the largest district accounts in the country.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You’ll leverage data, our tech stack (including Gainsight and Salesforce/SFDC), and customer insights to drive company results in product adoption, renewal, and expansion.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You’ll also have the opportunity to 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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You'll drive successful business reviews with clients and manage an assigned portfolio of clients and related OKRs.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You will own client success planning for your accounts; you'll ask discovery questions, employ active listening skills, and synthesize client goals for successful renewal.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You will 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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You thrive in a role that requires significant autonomy, representing the company in the market, making recommendations that impact strategy and results, and managing priorities independently.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You’ll have the opportunity to 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.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Why you’re a great fit:&nbsp;</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You have <strong>3+ years of enterprise level CSM</strong> <strong>experience</strong> in Educational Technology.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You have a demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, product adoptions OKRs, etc).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You have a history of driving customer retention and forecasting accurately.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You proactively manage a portfolio of clients and build a strategic plan to maximize results.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You monitor account health to identify areas of risk and opportunity, and leverage data and insights to drive product and partnership action.&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You quickly become a product expert, understanding the nuances of your company’s products and acutely aligning them to solve for customer pain points</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You are able to leverage your experience in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals,ƒ to effectively uncover hidden needs and get to the root of the problem.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You have a proven history of 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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You’re excited by opportunities to connect face-to-face — this position involves regular travel to meet with customers and prospects, depending on business needs.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">While not required, a background in education and/or Gainsight and Salesforce (SFDC) experience <strong>is a plus.</strong>&nbsp;</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Compensation:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Base salary:</strong> $85,000 - $88,000</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>On-Target Commission: </strong>$27,500</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Total OTE (On-Target Earnings): </strong>$112,500 - $115,500</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Total compensation for this role also includes incentive stock options and benefits.&nbsp;</strong></span></p> <p>&nbsp;</p> <p><span style="font-size: 12pt;"><strong>Why you’ll love working at Newsela:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Health &amp; Wellness:</strong> Comprehensive medical benefits with employer contribution to premiums and to HSA accounts. Additional benefits such as pet insurance, free access to the Calm app, and more to help you stay healthy: mind, body, and soul.&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Work From Home: </strong>We are a fully remote company. We provide a monthly tech stipend to support your WFH needs!</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Supporting ALL Families:</strong> Inclusive benefits to support you and your family, including parental leave, fertility support, adoption, and more!&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Financial Wellbeing:</strong> Invest in your future with our 401(k) plan, which includes a employer match to help you build long-term financial security.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Time Off: </strong>Flexible PTO plus 10 company holidays plus winter break (Dec 24th - Jan 1st), and Sabbatical Leave offered at tenure.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Professional Development:</strong><strong> </strong>Newsela offers an annual learning and development allowance to employees to attend external training sessions, classes, workshops, conferences, and educational materials to foster professional growth within their current role and career aspirations at Newsela.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Make A Difference:</strong> No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>About Newsela:</strong></span></h3> <p><span style="font-size: 12pt;">Newsela takes authentic, real world content from trusted sources and makes it instruction ready for K-12 classrooms. Each text is published at five reading levels, so content is accessible to every learner. Today, over 3.3 million teachers and 40 million students have registered with Newsela for content that's personalized to student interests, accessible to everyone, aligned to instructional standards, and attached to activities and reporting that hold teachers accountable for instruction and students accountable for their work. With over 15,000 texts on our platform and multiple new texts published every day across 20+ genres, Newsela enables educators to go deep on any subject they choose.</span></p> <p><span style="font-size: 12pt;">#LI-Remote</span></p> <p>&nbsp;</p> <h4 style="text-align: left;"><span style="font-size: 12pt;"><strong>Disclaimer: Please be aware of recruitment phishing scams affecting Newsela and other employers. Newsela does not use third party services for full time hires. Our recruiting emails will come from an @newsela.com email address. You can reach out to [email protected] if you have concerns about the legitimacy of an email sent by or on behalf of Newsela’s talent acquisition team. Newsela will never ask for financial or banking information from candidates, nor will you be asked for any type of payment as part of consideration for employment with Newsela.</strong></span></h4>