[Remote] SMB Customer Success Manager at Newsela

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

EdTech, EducationIndustries

Requirements

2+ years of experience owning a large portfolio of accounts through the entire customer journey (post-sale through renewal), attentive to client health, needs, and goals
Proactive engagement in client communication, using data to identify growth opportunities, with demonstrated success in monitoring customer health and driving renewals
Experience in client success planning, asking discovery questions, actively listening, and synthesizing client goals to uncover hidden needs and solve root problems
Demonstrated history of hitting and exceeding company OKRs (e.g., renewal, health scores, product adoption KPIs)
(Preferred) Background in education
(Preferred) Experience using Gainsight and Salesforce (SFDC)

Responsibilities

Work directly with schools and districts to ensure their success and continued adoption of Newsela’s platform
Monitor and interact with every step of the client lifecycle, having a real impact on teachers and students in your portfolio
Monitor the health of your portfolio and collaborate with internal teams to maximize client engagement and value from Newsela’s solutions, driving renewals
Leverage data, tech stack, and customer insights to drive results in product adoption, renewal, and expansion
Manage customers through the Newsela Customer Journey, providing necessary support and resources at each step for an exceptional experience from pre-sale introduction through the full lifecycle
Partner closely with Sales, Marketing, and Support teams

Skills

Customer Success

Account Management

Client Lifecycle Management

Portfolio Health Monitoring

Product Adoption

Renewal Management

Customer Insights

Data Analysis

Sales Collaboration

Marketing Collaboration

Support Collaboration

Customer Journey Management

Newsela

Provides tailored educational content for K-12

About Newsela

Newsela offers tailored educational content for K-12 students, providing engaging instructional materials in subjects like English Language Arts, Science, and Social Studies. Schools and districts subscribe to access a library of articles that are updated daily and available at five different reading levels, ensuring accessibility for all students. The platform integrates with Learning Management Systems and includes features like activities and reporting tools to support teachers. Newsela's goal is to enhance student engagement and improve teaching methods through flexible, standards-aligned resources.

New York City, New YorkHeadquarters

2013Year Founded

$167.5MTotal Funding

SERIES_DCompany Stage

EducationIndustries

201-500Employees

Benefits

Medical, dental, & vision insurance

Pet insurance

Work from home

Parental leave

Flexible PTO

Inclusive experiences

Professional development

Risks

Partnerships with controversial content providers may lead to backlash and affect market reach.

Recent layoffs could indicate financial instability or restructuring challenges.

New CEO Pep Carrera may lead to strategic shifts disrupting client relationships.

Differentiation

Newsela offers content at five reading levels, catering to diverse student needs.

The platform integrates with Learning Management Systems for seamless educational content delivery.

Newsela's partnerships enhance its content library, supporting social-emotional learning initiatives.

Upsides

Increased demand for personalized learning tools boosts Newsela's growth potential.

The acquisition of Formative enhances Newsela's real-time assessment capabilities.

Hybrid learning models increase demand for Newsela's flexible digital content.

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