Associate Manager, Customer Success at Newsela
Accountable for roughly half of our National Customer Success Manager (CSM) team’s ARR, the Associate Manager of Customer Success drives their team to deliver important results for our educators and our company. In this newly created role you’ll partner with your team of CSMs to ensure they are executing on their book of business and getting the best possible results for their team. You’ll drive actionable daily plans to increase your quarterly and annual targets (renewal and growth rates), while coaching and assisting your team to help them deliver on these targets. You’ll champion product adoption and relationship health for our educators by ensuring your team is always proactively monitoring their client metrics. Additionally, you’ll help your team to identify growth opportunities and partner with SDRs and Growth Field Reps to execute on opportunities, and will ensure that the process for doing so is scalable.
Why You’ll Love This Role:
This is a highly impactful leadership role requiring a strong balance between people leadership, management, and results. This is also a highly visible role, with a clear and important contribution to the bottom line. Your work will directly enable Newsela to scale and expand our reach, ultimately bringing engaging, culturally responsive learning content into the hands of K-12 students and teachers nationwide. Reporting to the Manager of Customer Success, you’ll also get to manage a team of 8+ incredible individuals working with schools and districts where Newsela is changing curriculum education; you’ll foster a successful group of CSM’s through attracting, retaining and developing the best-in-class talent.
Why We’ll Love You:
With 5-10 years of experience in customer success or a similar function, and ideally 2+ years of management experience, you have demonstrated success in forecasting accuracy around retention, growth, and customer satisfaction metrics. You are able to set clear expectations and deliver on a seamless experience for customers, ultimately ensuring retention goals are met. You are passionate about leading, developing and empowering your team, and ensuring that they’re accountable to their own customer metrics. You build a culture of trust and support in your team, and are consistent in driving positive outcomes on both the individual and team level. You’re experienced with Salesforce and Gainsight, and always rely on data to drive your decisions.
One of the fastest growing tech companies in K-12 education, Newsela was founded on the principle that while every child may have unique learning preferences, they all deserve a rich learning experience that ignites a love of learning. We built our platform based on learning science research to deliver the most engaging, authentic content to modernize how teaching happens in the classroom. Along with interactive assessments and tools, we provide teachers with digital content at five reading levels -- from +100 of the best sources -- that is relevant to the diverse backgrounds and interests of their students. Since we started in 2013, we’ve established a presence in 90% of U.S. K-12 schools and over 2.5M teachers and 37M students have registered with Newsela.