The Role improving buyer-led Newsela roll-outs to drive consistent and productive product engagement, value, and growth. You will inspire and accomplish followership on a long-term strategy; will synthesize learnings from our administrators to inform product and up-funnel optimizaiton and improve the customer journey; and will scale the team as our customer base grows quickly, leveraging technology, people and process. As a strategic leader for our Customer Success team, you will help scale our organization and will help attract, retain, and grow best in class talent. Reporting to the Chief Customer Success Officer, you’ll ideate, craft, socialize, and implement a two-year strategic plan and vision to optimize our Customer Success function. You’ll also be responsible for ensuring your team drives consistent and productive product usage, resulting in customer goal success, value, gross retention, and growth. You will also be responsible for influencing up-funnel functions to address customer requirements and needs. As a senior leader, you’ll work closely with leaders across the CSM, Customer Success (Professional Development, Support, and CS Strategy), Sales, SDRs, Solution Architects, Optimation, Product, Finance, and People Operations teams to ensure cross-functional alignment. You will manage four direct reports, and oversee a team of 50 within CSM.
Why You’ll Love This Role The CSM organization is relatively new to Newsela; in the past year, a good foundation has been set (customer and role segmentation, Gainsight investment, bespoke roles for support) from which to optimize and drive tremendous growth in customer value, product usage, and gross renewal rates. This newly created role is the most senior in the Customer Success Leadership Team, and will contribute significantly to overall Customer Success and Newsela strategy. It is a great time to join such a fast-growing, mission-driven organization: what we build and establish now will set us up for success in the long run. Your work will ultimately help ensure that students and teachers nationwide continue to have access to engaging, culturally responsive learning content that is transforming the K-12 classroom. Why We’ll Love You With 10 years of experience in Customer Success leadership, you have demonstrated success in guiding up-funnel (product, marketing, pre-sales) organization to optimize to voice of administrator customers. You’ve also demonstrated teamwork, collaboration, credibility, and influence on your Customer Success functional peers to grow and inspire the CSM long-term vision. You are able to optimize for scale automation, transforming an existing foundation to drive additional efficiencies through technology, product, process, and people, and effectively scale your team to support massive growth. You’re an expert at program execution, with a proven record of rolling out SaaS software programs wherein the buyer is not the user.
About Newsela 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
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