What are the responsibilities and job description for the Customer Success Specialist position at Newsela?
The role :
We are looking for a Customer Success Specialist to join our Customer Success department, working across all segments : SMB, Mid-Market, and Enterprise.
Reporting to the Manager of Customer Success, as a specialist, you will act as a CSM to our internal CSM team.
The Customer Success Specialist will build strong relationships amongst our CSM team members, create efficiencies, and support driving outcomes with customers.
The Customer Success Specialist will also provide administrative support to the customer success team, assist customer success managers with data discovery, onboarding new customers, and resolving customer issues.
Why you’ll love this role :
Data Management :
Pull and analyze customer data from Tableau and other internal data tools to provide actionable insights.
Renewal Support :
Assist districts during their decentralization efforts for renewals in 2025, ensuring a seamless process for both internal and external stakeholders.
Customer Engagement :
Create customer-facing slide decks for Executive Business Reviews (EBRs) and implement school engagement tactics to drive adoption and satisfaction.
Coverage Support :
Provide customer coverage for CSMs on sabbatical or leave, ensuring uninterrupted service and support for customers.
Quote Preparation :
Assist with the preparation of complex renewal quotes, ensuring accuracy and alignment with customer needs.
Stakeholder Discovery :
Identify and document new district stakeholders to strengthen customer relationships and communication strategies.
Efficiency and Data Cleanup :
Create process efficiencies for the CSM team and maintain clean and accurate contact data in Salesforce (SFDC) and Gainsight.
Onboarding and Issue Resolution :
Support the onboarding of new customers and provide assistance in resolving customer issues to maintain high levels of satisfaction.
Why you’re a great fit :
Minimum of 1 year of professional experience in a relevant role.
Excellent communication and relationship-building skills.
Ability to manage multiple tasks and priorities with attention to detail.
Education : Bachelor’s degree preferred.
Strong proficiency in data tools (e.g., Tableau) and CRM systems (e.g., Salesforce).
Preference for Former educators with classroom experience or individuals with prior customer success experience. A proactive mindset with a focus on creating efficiencies and driving results. Join us in making an impact by supporting our CSM team and ensuring outstanding outcomes for our customers!
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 : Holistic Learning & Development Programs that enable meaningful & inclusive experiences, programs that build future-focused competencies, cohort & community learning sessions that foster a sense of belonging, and individual development plans aligned with your personal and professional aspirations to turn goals into reality.
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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