Director, Customer Success at Newsela
As the Director of Customer Success, you will co-own our Enterprise and Regional CSM teams and wholly own the Customer Success conversion of pilots into recurring customers, delivering a scaleable, best-in-class post-sales experience to our administrators. Reporting to the Chief Customer Success Officer, you will help build and own our customer success management vision, strategy, and planning. You will inspire, motivate and retain a team of terrific full time and temporary talent. You’ll also assess our team’s existing processes, technologies, priorities and strategy to evolve for rapid organizational scale. You’ll partner closely with ourSupport, Professional Development, Product, Sales, and Marketing teams to ensure the best customer experience throughout their journey.
Why You’ll Love This Role:
Your work will directly impact the future of education; by making our administrators and teachers more successful, we have a lasting impact on how future adults think critically and become good citizens. You will have a highly visible impact on the success of our business by owning significant books of business, renewal, and growth targets. In addition to growing and developing your team, your work will help expand Newsela’s reach, ultimately bringing engaging, culturally responsive learning content into the hands of K-12 students and teachers nationwide.
Why We’ll Love You:
You have 3+ years of experience leading a Customer Success Management team and are well versed in the maturity and direction of the function across other organizations. You have demonstrated success building and implementing customer success strategy, resource design, and planning. You are a strong leader, able to inspire and develop followership to your vision, successfully implement programs, and deliver positive results. You’re also a player/coach, and build credibility by getting your hands dirty when needed while equally capable of delegating and growing your team. Additionally, you seek data to inform and validate your strategy and decisions, and leverage that data to enhance operations, business outcomes, and team efficiency.
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.