Newsela Hiring for Mid-Market Customer Success Manager at United States Full Time

The Role:

As a Mid Market Customer Success Manager you will be a vital member of Newsela’s expanding Customer Success organization. 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 partner closely with members of our Sales, Marketing, and Support teams.

Why you’ll love this role:

• 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
• You will have the opportunity to directly influence how administrators at school districts across the country engage with Newsela
• You will enhance how districts and teachers engage students, and provide time-saving approaches that allow educators to design customized learning for different levels of learners
• You’ll 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
• 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

Why you’re a great fit:

• You have a demonstrated history of hitting and exceeding company KPIs (including customer retention, health scores, product adoptions, and forecasting accuracy KPIs, etc)
• You quickly become a product expert, understanding the nuances of your company’s products and acutely aligning them to solve for customer pain points
• You have a strong ability to build meaningful relationships across your customers and can effectively lead robust conversations that lead towards action and impact
• You are a reliable and thoughtful teammate with an ability to consider multiple viewpoints but also advocate for your convictions
• You are able 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

Base compensation range: $59,600-$74,500. Total compensation for this role also includes variable, incentive stock options and benefits. This compensation range may be adjusted based on actual experience.