Head of Customer Success

  • Newsela
  • Mar 05, 2020
Full time Customer Success

Job Description

The Head of Customer Success will transform and scale Newsela’s Customer Success team into a visionary, industry-leading customer success organization. Reporting to the Chief Revenue Officer, you’ll set our overall customer success strategy to include: leveling up our team’s ability to have strategic curricular conversations with District Administrator that lead to shifts in perception and adoption of Newsela as a comprehensive curricular replacement, creating continuous customer/buyer feedback processes and establishing Newsela as a thought leader to inform product refinement and innovation, improving overall customer satisfaction and product adoption, and building out segmentation models that deliver great value in a scalable way. You’ll also be responsible for building a suite of customer success metrics, with cross-functional alignment, that helps drive predictive business outcomes.

Why You’ll Love This Role:

You’ll have the opportunity to pave the future of Newsela’s Customer Success strategy and inform product development as we evolve our offerings to better meet the needs of our +25 million registered users. The people, processes, and tools you put in place will directly enable our team to support educators across the U.S. to better use our products to enhance student learning. The phenomenal service your team provides will inspire educators to become Newsela advocates who champion the positive impact our products can have on improving K-12 education. And you’ll be challenged to reimagine and become a world-class customer success organization that is the envy of the SaaS industry.

Why We’ll Love You:

A true customer experience fanatic, you have successfully leveraged best practices in customer success across industries and iterated on those to develop bespoke approaches to achieve impressive outcomes in customer adoption, renewal, upsells and satisfaction. You’ve led and grown high-powered customer success teams through periods of hypergrowth, and are skilled in navigating and building relationships across the organization to align teams to business objectives. You are able to process both quantitative and qualitative data to draw meaningful insights that inform your team’s strategy and prioritization, while positively impacting business outcomes. You’re an exceptional storyteller with the ability to weave together data, insights, and voice of the customer to inspire teams to action. And you have created trusted customer/buyer communities where you were seen as a thought-leader and leveraged feedback to drive product innovation.

About Newsela

Newsela is one of the fastest growing tech companies in K-12 education. Our Instructional Content Platform combines engaging, leveled content with integrated formative assessments and insights to supercharge engagement and learning in every subject. Students and teachers use Newsela to find digital content from 100+ of the best sources—from National Geographic to NASA, Biography.com to Encyclopedia Britannica, the Washington Post to the Wichita Eagle. Content is instructionalized to meet students where they are, with interactive tools and analytics to take them where they want to go. Newsela has become an essential solution for schools and districts, with a presence in over 90% of U.S. K-12 schools.