SMB Customer Success Manager

May 17

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Newsela

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Meaningful classroom learning for every student.

Education • K-12 Education • Instructional content

201 - 500

💰 $100M Series D on 2021-02

Description

• As an SMB Customer Success Manager, you will be a vital member of Newsela’s Customer Success organization. • You will work directly with our schools and districts to ensure their success and continued adoption of our industry-leading platform. • Monitoring and interacting with every step of the client life cycle, you are able to have a very real impact on the teachers and students in your portfolio. • You’ll monitor the health of your portfolio, and will work closely with our internal teams to ensure clients are engaging with and getting the most out of Newsela’s solutions, and ultimately renewing their investment in Newsela. • You’ll leverage data, our tech stack, and customer insights to drive company results in product adoption, renewal, and expansion. • 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.

Requirements

• You have 2+ years of experience in owning a large portfolio of accounts through the entire customer journey (post-sale through renewal) while being attentive to the health, needs, and goals of your clients. • You proactively engage in client communication, use data to identify opportunities for growth, and have demonstrated success in monitoring customer health and driving renewals. • 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. • You have a demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, production adoption KPIs, etc). • While not required, a background in education, with experience using Gainsight and Salesforce (SFDC) is a plus.

Benefits

• Access to the world’s leading medical experts for healthcare (pets included!) • Discounts and resources to stay healthy: mind, body, and soul • Almost all of our roles are fully remote - tech stipend included! • Supplemental programs and time off to take care of your family and yourself • Flexible PTO to recharge, including Sabbatical Leave • Robust DEIB curriculum, Identity & Experience Groups (Affinity Groups + Employee Resource Group), Authentic & Transparent conversations with Executive Leadership Teams, and integration of DEIB lens across Talent lifecycle processes • Holistic Learning & Development Programs that enable meaningful & inclusive experiences, programs that build future-focused competencies, cohort & community learning sessions that foster a sense of belonging, and individual development plans aligned with your personal and professional aspirations to turn goals into reality • 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.