Description CUSTOMER SUCCESS MANAGER (CA) OpenLoop is looking for a Customer Success Manager to join our team remotely or at our HQ in Des Moines, Iowa. This role will be a member of the Operations team, collaborating closely with the Director of Customer Success, the CSM will be responsible for building client loyalty and fostering long-term client relationships by ensuring that clients have an exceptional user experience. ABOUT THE ROLE * Build trust and develop a trusted advisor relationship with assigned accounts. * Support and participate in all functions of the customer facing team including, but not limited to:  * Managing meetings and workflows such as legal, customer success, and communications * Demonstrate proactive communication when available * Identify and resolve issues * Recommended solutions * Offer new services (where needed), * Provide technical support * Be able to analyze and provide reporting – both internally and externally by analyzing client accounts and reporting in an effort to increase retention. * Data entry and integrity * Manage with a sense of urgency and availability as the client’s advocate. * Regular Business Review presentation creation and management including follow-up to complete deliverables. * Act as the client champion internally within OpenLoop expressing client needs and expectations. * Manage client expectations by understanding the client agreement and how OpenLoops services align with contract obligations such as SLAs. * Enters and updates support systems like Zoho, Healthie, Analytics, Slack etc. as needed. * Work directly with the Clinician Advocate team for clinical recruiting needs * Partners with other OpenLoop teams like: Implementation, Clinical and Non-Clinical Patient Support,  Sales and other pertinent teams across the organization. * Identifying expansion opportunities. * Improving team efficiency by creating optimum processes with technology and people. ABOUT OPENLOOP OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. OUR COMPANY CULTURE We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound like a good fit? We’d love to meet you. Requirements REQUIREMENTS * 2-4 years experience in a recruitment, staffing, or healthcare industry * 3-6 years of business development, sales, or account management experience * Ability to thrive in a rapidly changing, high-energy, high-expectations environment * Excellent written and verbal communication skills * An energetic, mature, positive attitude that works well independently and with a team * Proven track record of taking initiative * Results-oriented and customer-focused mindset * Ability to listen, absorb, and respond accordingly * Ability to manage multiple projects and tasks, while staying organized and efficient * Proven capacity to learn new technologies for maximum project success * Ability to construct effective written communication through email or Slack, giving clients and internal stakeholders all necessary background and project updates

The Role:  * As a member of our Enterprise Customer Success team, you’ll have the opportunity to directly influence how administrators engage with Newsela.  * You’ll monitor the health of your portfolio and every step of the client life cycle, while working closely with our internal teams to ensure clients are engaging with and getting the most out of Newsela’s solutions. * You will also manage customers as they go through the Newsela Customer Journey, and will ensure they have the necessary support and resources at each step in the process to create an exceptional experience from the pre-sale team introduction throughout the full lifecycle. * Your work will directly impact the expansion and adoption of Newsela products in K-12 classrooms nationwide, and will ultimately help bring engaging, culturally responsive learning content to students and teachers. * You will partner closely with members of our Sales, Marketing, and Support teams. Why you’ll love this role: * You will manage 20 to 25 enterprise accounts – some of the largest district accounts in the country. * You’ll leverage data, our tech stack (including Gainsight and Salesforce/SFDC), and customer insights to drive company results in product adoption, renewal, and expansion. * You’ll also have the opportunity to leverage frameworks for your work while still maintaining autonomy and discretion to personalize your approach to partnership with each district based on their goals and needs. * You'll drive successful business reviews with clients and manage an assigned portfolio of clients and related OKRs. * You will own client success planning for your accounts; you'll ask discovery questions, employ active listening skills, and synthesize client goals for successful renewal. * You will have a direct impact on the expansion and adoption of Newsela products, which will ultimately scale Newsela’s ability to bring engaging, culturally responsive learning content to K-12 classrooms nationwide. Why you’re a great fit:  * You have 3+ years of enterprise level CSM experience in Educational Technology. * You have a demonstrated history of hitting and exceeding company OKRs (may include renewal, health scores, product adoptions OKRs, etc). * You have a history of driving customer retention and forecasting accurately. * You proactively manage a portfolio of clients and build a strategic plan to maximize results. * You monitor account health to identify areas of risk and opportunity, and leverage data and insights to drive product and partnership action.  * You quickly become a product expert, understanding the nuances of your company’s products and acutely aligning them to solve for customer pain points * You are able to leverage your experience in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals, to effectively uncover hidden needs and get to the root of the problem. * You have a proven history of partnering with the Sales team to achieve revenue goals, and are able to work across teams to galvanize support and ensure clients have the resources they need to get the most out of their partnership. * While not required, a background in education and/or Gainsight and Salesforce (SFDC) experience is a plus.  * Preference for candidates located in CA, OR, and WA. Compensation: * Base salary: $85,000 - $88,000 * On-Target Commission: $27,500 * Total OTE (On-Target Earnings): $112,500 - $115,500 Total compensation for this role also includes incentive stock options and benefits.    ABOUT NEWSELA: Newsela takes authentic, real world content from trusted sources and makes it instruction ready for K-12 classrooms. Each text is published at five reading levels, so content is accessible to every learner. Today, over 3.3 million teachers and 40 million students have registered with Newsela for content that's personalized to student interests, accessible to everyone, aligned to instructional standards, and attached to activities and reporting that hold teachers accountable for instruction and students accountable for their work. With over 15,000 texts on our platform and multiple new texts published every day across 20+ genres, Newsela enables educators to go deep on any subject they choose. 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: 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. DISCLAIMER: PLEASE BE AWARE OF RECRUITMENT PHISHING SCAMS AFFECTING NEWSELA AND OTHER EMPLOYERS. NEWSELA DOES NOT USE THIRD PARTY SERVICES FOR FULL TIME HIRES. OUR RECRUITING EMAILS WILL COME FROM AN @NEWSELA.COM EMAIL ADDRESS. YOU CAN REACH OUT TO JOBS@NEWSELA.COM IF YOU HAVE CONCERNS ABOUT THE LEGITIMACY OF AN EMAIL SENT BY OR ON BEHALF OF NEWSELA’S TALENT ACQUISITION TEAM. NEWSELA WILL NEVER ASK FOR FINANCIAL OR BANKING INFORMATION FROM CANDIDATES, NOR WILL YOU BE ASKED FOR ANY TYPE OF PAYMENT AS PART OF CONSIDERATION FOR EMPLOYMENT WITH NEWSELA.

The role:  * As a member of our Customer Success team, the Mid-Market Customer Success Manager will be the go-to partner for district leaders and manage a portfolio of our mid-market accounts in Pennsylvania. * Reporting to the Manager of Strategic Customer Success, you will work with districts to identify their goals and intended use with Newsela, and will build out a partnership plan to achieve those goals. * You’ll leverage data, our tech stack, and customer insights to drive company results in product adoption, renewal, and expansion.  * You will also manage customers as they go through the Newsela Customer Journey, and will ensure they have the necessary support and resources at each step in the process to create an exceptional experience from the pre-sale team introduction throughout the full lifecycle. * You will partner closely with our Professional Learning team to ensure professional development training is meeting the specific needs of your clients. Why you’ll love this role: * You’ll have the opportunity to directly influence how district administrators engage with Newsela. * You will get to represent the future of education, enhance how districts and teachers engage with students, and provide time-saving approaches that allow educators to design customized learning for different levels of learners.  * You will build partnerships that are outcome oriented and always focused on achieving client success criteria while making Newsela an embedded part of a district’s curricular strategy. *  Your work will directly impact the expansion and adoption of Newsela products in K-12 classrooms nationwide, and will ultimately help bring engaging, culturally responsive learning content to students and teachers. Why you’re a great fit: * You have 3+ years experience managing a portfolio of accounts and have demonstrated the ability to drive revenue through growth, retention, and expansion. * You are meticulous about understanding your clients’ goals and are their biggest advocate in ensuring they achieve them. * You are experienced in client success planning, and are able to ask discovery questions, actively listen, and synthesize client goals. * You leverage your strong product knowledge and regional expertise with your relationship building skills to make yourself a trusted partner that clients love working with. * You have a mastery in strategically planning and executing your client interactions, regularly checking the pulse and proactively reaching out to them to ensure satisfaction and renewals. * Gainsight and Salesforce (SFDC) experience is a plus. * Experience owning renewals as a CSM at an EdTech company is strongly preferred. * This role is based in PA or surrounding states, working remotely.  Compensation: Base salary: $75,000 - $80,000 On-target commission: $20,000 On-target earnings: $95,000 - $100,000 Total compensation for this role also includes incentive stock options and benefits.