Associate Customer Success Manager - Remote

Overview

As a Customer Success Manager at Newsela, you will own and grow a large portfolio of customers, driving measurable outcomes across retention, adoption, and expansion.

In Short

• Own a portfolio of 150–300 customers with accountability for retention, adoption, and expansion outcomes.
• Proactively engage customers through calls, meetings, and scaled campaigns.
• Monitor health signals, usage data, and renewal indicators.
• Lead renewal strategy and execution.
• Identify expansion opportunities in partnership with Sales.
• Run efficient, scalable motions to maximize reach and impact.
• Conduct discovery to understand goals and align on outcomes.
• Solve root causes of customer challenges.
• Maintain accurate forecasting and execution tracking.
• Leverage core tools like Salesforce and Gainsight.

Requirements

• 2+ years of experience managing a large or high-volume portfolio of accounts.
• Proven success owning renewals, retention, or expansion targets.
• Comfortable making frequent proactive calls.
• Strong prioritization skills.
• Data-driven and outcomes-focused.
• Experience with scalable customer motions.
• Direct, clear communicator.
• Ownership and follow-through on commitments.
• Skilled at diagnosing root causes and solving problems.
• Track record of meeting or exceeding goals/OKRs.

Benefits

• Comprehensive medical benefits with employer contribution.
• Work from home with a monthly tech stipend.
• Inclusive benefits to support families.
• 401(k) plan with employer match.
• Flexible PTO and paid sick time off.
• Annual learning and development allowance.
• Your work helps improve the lives of students and teachers.