Associate Customer Success Manager (Remote, US)

3 weeks ago
Full-time
Junior
Customer and Technical Support
Newsela

Newsela

Newsela is an Instructional Content Platform that supercharges reading engagement and learning in every subject. They provide engaging, relevant instructional content for teachers that both educates and inspires. With a focus on meaningful classroom le...

Diversified Consumer Services
251-1K
Founded 2013
$172M raised

Description

  • Own a portfolio of 150–300 customers with accountability for retention, adoption, and expansion outcomes.
  • Proactively engage customers through calls, meetings, and scaled campaigns to drive value and momentum.
  • Monitor health signals, usage data, and renewal indicators to prioritize the highest-impact actions.
  • Lead renewal strategy and execution to reduce risk and secure long-term partnerships.
  • Identify and drive expansion opportunities in partnership with Sales.
  • Run scalable customer engagement motions, including segmentation, automation, and 1:many outreach.
  • Conduct discovery to understand customer goals, align on outcomes, and position Newsela as a strategic partner.
  • Solve root causes of customer challenges rather than addressing surface-level symptoms.
  • Maintain accurate forecasting, planning, and execution tracking in internal systems.
  • Use tools such as Salesforce, Gainsight, Gong, and Salesloft to manage the portfolio with operational rigor.

Requirements

  • 2+ years of experience managing a large or high-volume portfolio of accounts.
  • Proven success owning renewals, retention, or expansion targets.
  • Comfort with making frequent proactive calls and holding many customer conversations each week.
  • Strong prioritization skills and ability to manage 150–300 accounts effectively.
  • Data-driven, outcomes-focused approach with the ability to adjust quickly.
  • Experience with scalable or tech-touch customer motions.
  • Direct, clear communication style that builds trust quickly.
  • Track record of taking ownership, following through on commitments, and solving problems independently.
  • Ability to diagnose root causes and meet or exceed goals or OKRs.
  • Experience with Gong, Salesloft, Salesforce, or similar tools is a plus.
  • Background in education is a plus but not required.
  • Successful completion of a background check is required for employment.

Benefits

  • Base compensation range of $55,000 to $62,500 USD.
  • On-target earnings range of $65,000 to $72,500 USD, including variable compensation.
  • Total compensation includes incentive stock options.
  • Comprehensive medical benefits with employer contribution to premiums and HSA accounts.
  • Fully remote work with a monthly tech stipend.
  • Flexible PTO, paid sick time, company holidays, and winter break (Dec 24th–Jan 1st).
  • Parental leave, fertility support, and adoption benefits.
  • 401(k) plan with employer match.
  • Annual learning and development allowance for training, classes, workshops, conferences, and educational materials.
  • Gym reimbursement, pet insurance, and free access to the Calm app and Rocket Lawyer.

Interested in this position?

Apply directly on the company website

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