SMB Customer Success Manager

SMB Customer Success Manager

The role :

As a 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.

Why you'll love this role :

As a member of our growing Customer Success team, you will have the opportunity to directly influence how administrators at school districts across the country engage with Newsela. You will also gain exposure to the future of education, 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 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. 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 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.

Compensation :

Base salary : $65,000 - $70,000 On-Target Commission (OTC) : $12,500 On-Target Earnings (OTE) : $77,500 - $82,500 Total compensation for this role also includes incentive stock options and benefits.

About Newsela

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.

Why you'll love working at Newsela :

Health & Wellness : Access to the world's leading medical experts for healthcare (pets included!). Discounts and resources to stay healthy : mind, body, and soul.

Work From Home : Almost all of our roles are fully remote - tech stipend included!

Supporting ALL Families : Supplemental programs and time off to take care of your family and yourself.

Time Off : Flexible PTO to recharge, including Sabbatical Leave

Inclusive Experiences : 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.

Professional Development : 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.

Make A Difference : 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.