Enterprise Customer Success Manager (Remote, US)

Why You'll Love This Role:

As a member of our Enterprise Customer Success team, you’ll have the opportunity to directly influence how administrators engage with Newsela. 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 have the opportunity to partner closely with members of our Sales, Marketing, and Support teams. 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.

What You'll Be Doing:

• Manage 25 to 35 enterprise accounts, including some of the largest district accounts in the country.
• Utilize data, our tech stack (including Gainsight, Salesforce/SFDC, and Gong), and customer insights to drive company results in product adoption, renewal, and expansion.
• 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.
• Drive successful business reviews with clients and manage an assigned portfolio of clients and related OKRs.
• Own client success planning for your accounts; you'll ask discovery questions, employ active listening skills, and synthesize client goals for successful renewal.
• 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.
• This role requires significant autonomy, representing the company in the market, making recommendations that impact strategy and results, and managing priorities independently.
• 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.