Director, Customer Success (Remote)

| Remote
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The role: 

As the Director of Customer Success, you will oversee our West-region Enterprise and Mid-market CSM teams. Reporting to the VP of Customer Success Management, you will help build and own our customer success management vision, strategy, and planning. You will inspire, motivate and retain a team of terrific full time and temporary talent. You’ll also assess our team’s existing processes, technologies, priorities and strategy to evolve for rapid organizational scale. You’ll partner closely with our Support, Professional Development, Product, Sales, and Marketing teams to ensure the best customer experience throughout their journey.

Why you’ll love this role:

  • As a member of our growing Customer Success team, you will have a highly visible impact on the success of our business by owning significant books of business, renewal, and growth targets
  • You’re also a player/coach and build credibility by getting your hands dirty when needed, though you’re equally capable of delegating and growing your team
  • Your work will directly impact the future of education; by making our administrators and teachers more successful, we have a lasting impact on how future adults think critically and become good citizens
  • In addition to growing and developing your team, your work will help expand Newsela’s reach, ultimately bringing engaging, culturally responsive learning content into the hands of K-12 students and teachers nationwide

Why you’re a great fit:

  • You have 6+ years of experience leading a Customer Success Management team
  • You have demonstrated success building and implementing customer success strategy, resource design, and planning
  • You are a strong leader with a track record of successful program implementation and delivering positive results
  • You seek data to inform and validate your strategy and decisions, and leverage that data to enhance operations, business outcomes, and team efficiency
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.

Why you’ll love working at Newsela:
  • Health & Wellness: Access to the world’s leading medical experts for healthcare (pets included!). Discounts and resources to stay healthy: mind, body, and soul.

  • Work From Home: Almost all of our roles are fully remote - tech stipend included!

  • Supporting ALL Families: Supplemental programs and time off to take care of your family and yourself.

  • Time Off: Flexible PTO to recharge, including Sabbatical Leave

  • Inclusive Experiences: Robust DEIB curriculum, Identity & Experience Groups (Affinity Groups + Employee Resource Group), Authentic & Transparent conversations with Executive Leadership Teams, and integration of DEIB lens across Talent lifecycle processes.

  • Professional Development: Annual stipends for continued education, regular manager training sessions, lunch & learns, and individual growth plans aligned with your personal and professional aspirations.

  • Make A Difference: No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • SanicFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen
"My Code Represents Real People": At Newsela, Social Impact and Innovation Meet
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An Insider's view of Newsela

What’s the vibe like in the office?

Amazing. Newsela is a trusting and responsible environment where we have control to get our work done when and where is best for us.

Vanessa

Lead Web Application Developer

What's the biggest problem your team is solving?

My team works with school leaders and teachers to create innovative applications of Newsela's content to support our mission of "meaningful classroom learning for every student." Our goal is to engage and empower educators with tools to enhance their students' learning.

JJ

Community Manager

How has your career grown since starting at the company?

I've grown leaps and bounds at Newsela! I initially started out as an enterprise sales development representative and went through a mentorship program to transition to the customer success management team! I cannot measure the amount of growth I've experienced the past few years.

Emma

Customer Success Manager

What’s the vibe like in the office?

The Newsela office is a collaborative workspace. The office is designed to reflect the clients we serve. We love to keep our mission of "meaningful classroom learning for every student" top of mind.

Ariel

Senior Sales Development Representative

What are Newsela Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Newsela offers the opportunity to join various affinity groups operated by members of each community to help facilitate an inclusive and diverse workplace where all people are valued.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
In addition to weekly virtual wellness events (guided meditation, yoga, etc.), we offer virtual group discussion sessions with a licensed therapist to help navigate a variety of topics and challenges.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Newsela provides an Inclusive Care Stipend to help offset some of the fees associated with adoption.
Return-to-work program post parental leave
Company sponsored family events
Every year we bring Newsela's youngsters to our offices for our Take Your Child to Newsela Day. It's one of our favorite days of the year, filled with crafts, story time, workshops, and even yoga!
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We provide free daily breakfast. Employees can select from our cereal bar, yogurts, oatmeal, fruit, granola bars and unlimited cold brew on tap!
Game Room
Our teams love to take time to challenge each other to a game of ping pong or pool throughout the day, and maybe even a ping pong tournament every now and then.
Stocked Kitchen
Newsela has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored seltzer you can handle. You might even be able to catch a Top Chef competition every now and then.
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
All remote employees receive a monthly tech allowance to put towards making their home office setup the best it can be.
Professional Development Benefits
Job Training & Conferences
All employees receive an annual stipend to put towards professional development or learning courses and resources. We also hold bi-monthly manager training sessions.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer an annual stipend to encourage all employees to keep learning!
Time allotted for learning

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