The Gainsight Manager is Newsela’s expert for all things Gainsight, responsible for managing, iterating, and developing our newest Customer Success tool. In this newly created role, you’ll collaborate across the Customer Success and Sales teams to ensure we’re providing the best possible customer experience, from onboarding to renewal. You’ll develop and launch Gainsight playbooks, communication flows and survey creations in partnership with our Voice of the Customer lead, and will support our Enablement team with training and new features and process rollout. You’ll review, make recommendations and iterate on our existing instance of Gainsight, and will use data to inform new process development that clearly improves the customer experience and Customer Success workflow. Reporting to the Manager of Customer Success Strategy, you’ll work closely with our Customer Success, Enablement, Optimization, Sales, Marketing and Professional Learning teams.
Why You’ll Love This Role
The first of its kind at Newsela, this role ensures Gainsight is used effectively and with fidelity across the Customer Success organization. Your primary goal, first and foremost, is to make the customer experience best in class. You’ll have the opportunity to expand your customer success skills through gainsight features and processes, and will get to develop technical skill and knowledge by partnering with our Customer Optimization team. You’ll have the opportunity to leverage your creativity to build efficient, innovative new processes that will 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.
Why We’ll Love You
With 3+ years experience in sales, support, or customer success in a SaaS technology business, you have experience in building playbooks and templates with CSM software platforms such as Gainsight and Salesforce (SFDC). You have demonstrated success setting up high-touch and tech-touch programs using automation tools such as Gainsight. You’re an expert project manager with excellent verbal and written communication skills, and are well versed in data analysis using common BI and data reporting tools. You’re experienced working within a sales or customer success organization, and effectively partnering cross-functionally across the company to drive projects to successful completion, while keeping the customer experience at the heart of everything. While not required, a certification in SFDC or Gainsight is a plus.
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.