Job Description
Manager, School Customer Success
Remote
The role:
- The Manager, School Customer Success will lead and develop a team of Customer Success Managers (CSMs) within the School segment, driving key results for our educators and our company.
- You will be responsible for developing Customer Success talent in your Regional Team, improving the team’s operational rigor, and driving customer success results on key metrics such as product adoption, renewal, and growth.
- You will be responsible for up-leveling CSM talent to drive quarterly and annual Customer Success targets.
Why you’ll love this role:
- This is a highly impactful leadership role requiring a strong balance between people leadership, coaching, operational rigor, 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 learning content into the hands of K-12 students and teachers nationwide.
- Reporting to the Director of Client Success, you’ll also coach and develop a team of up to 9 CSMs working within the School segment.
- You’ll foster a successful group of CSMs through attracting, retaining, and developing the best-in-class talent.
Why you’re a great fit:
- With 2+ years of experience managing customer success employees and 5+ years of experience in customer success or a similar function within educational technology, and you have demonstrated success retention, growth, and product adoption metrics.
- You have demonstrated success with coordinating cross functional teams to deliver on both client and company goals.
- You are able to set clear expectations for your team to deliver on a seamless experience for customers, ultimately ensuring product adoption and 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.