Customer Success • Lead

Who you are

You are a seasoned Enterprise Customer Success Director with a proven track record in customer management and commercial acumen. With over 5 years of experience in leading teams, you excel in fostering a culture of accountability and data-driven decision-making. You have a deep understanding of customer success metrics and are skilled in managing performance against key performance indicators (KPIs) such as Gross/Net Revenue Retention (GRR/NRR) and customer health scores. Your leadership style is characterized by mentorship and inspiration, as you coach your team on executive engagement and strategic account planning.

You thrive in complex environments, particularly in managing relationships with large enterprise clients, such as school districts with over 20,000 students. Your ability to shape long-term partnership strategies is complemented by your strong negotiation skills and strategic mindset. You are passionate about driving long-term value creation and ensuring that customers achieve measurable outcomes.

Desirable

Experience in the education sector or with enterprise software solutions is a plus. Familiarity with data analytics tools and customer success platforms will enhance your ability to drive product adoption and customer satisfaction.

What you'll do

In this role, you will lead a team of high-performing Enterprise Customer Success Managers, guiding them in their efforts to retain and grow the enterprise segment. You will be responsible for developing and executing strategies that align with customer needs and business objectives. Your role will involve collaborating closely with Sales, Product, and Executive Leadership to identify growth opportunities and ensure that enterprise clients receive exceptional service.

You will manage team performance against KPIs, focusing on metrics that drive customer success and satisfaction. This includes overseeing customer health scores and product adoption metrics, as well as scaling processes to support future growth. You will also play a crucial role in capacity planning, ensuring that your team is well-equipped to meet the demands of the enterprise segment.

As the executive-level point of contact for Enterprise customers, you will shape long-term partnership strategies and engage in complex negotiations. Your ability to understand customer needs and align them with Newsela's offerings will be key to driving retention and growth.

What we offer

At Newsela, we are committed to creating an inclusive and supportive work environment. We offer competitive compensation and benefits, along with opportunities for professional development and growth. You will have the chance to work with a talented team dedicated to making a positive impact in education. Join us in transforming how educators engage with students through our innovative platform.