Customer Success Manager

Education Week, a nonprofit media organization that provides news on K-12 American education, is seeking a Customer Success Manager to join its Marketing team.

Job Summary

The Customer Success Manager is ultimately responsible for enterprise customers' post-sale experience through customer onboarding, utilization, adoption, engagement, churn, retention, expansion, and advocacy.

Through your partnership, Education Week and EdWeek Market Brief institutional subscribers will derive maximum benefit from their investments, leading to success, and value achievement. You will become a trusted advisor to customers and will develop a deep understanding of their business, matching our content and solutions to their needs.

Responsibilities

• Leading the post-sale onboarding, engagement, retention, and growth of your customers

• Serving as a trusted advisor to the customer and educating them on the use, benefits and value of our content, products, and solutions

• Monitoring and increasing the customers' solution utilization and adoption

• Retaining customers, ensuring renewals, and maximizing renewal rates

• Identifying contract expansion opportunities

• Articulating and driving customer use cases, creating new brand advocates, and identifying customer advocacy opportunities

• Perform quarterly business reviews to align business priorities while providing guidance on how to optimize the value from Education Week's and EdWeek Market Brief's solutions

Qualifications and Skills

• 2-3+ years of experience in a client-focused roles, where the goal was to renew and expand one or more of the following:

o Access to information, research, or possibly consulting

o Professional development / professional learning solutions

o A product/service for school districts

• Experience in retail, hospitality, and other customer-facing experiences may also be considered.

• This is a hybrid position; the ability to come to the Bethesda office on a weekly basis is required for the role

• Sophisticated business sense and understanding of underlying success drivers and strategies for K-12 districts and the education industry

• Track record of leading education industry related conversations and persuading others to act based on requirements and value provided by solutions

• Strong professional presence and presentation skills, particularly for in-person and remote meetings with multiple stakeholders

• History of success as an account manager, consultant, pre-sales solution specialist, technical account manager, or equivalent

• Proven track record of achieving targets and goals, preferably related to revenue production environment

• Ability to navigate data and people to find answers

• The motivation and flexibility to work well in a high-growth environment where things change quickly

About Education Week

We are principled. We are welcoming. We are passionate. We are expert.

Education Week (www.edweek.org), America's most trusted source of K-12 education news, analysis, and opinion, is a digital-first news operation that is dedicated to raising the level of awareness and understanding among professionals and the public of important issues in American education. A leading authority in an ever-evolving space, we bring over four decades of experience to our journalism and research without bias or agenda. At Education Week, we believe that an equitable - and excellent - education for all students is possible, and we empower the field to make it a reality.

Benefits

Education Week is a vibrant workplace that is conveniently located in the heart of downtown Bethesda, MD right outside of Washington, DC. We offer a competitive salary and generous benefits package including health and dental insurance, a 401(k), PTO, and tuition assistance. We value innovation, leadership, diversity, and forward-thinking, and provide a friendly, intellectual, challenging work environment where employees can thrive and grow professionally.

Education Week is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, skin color, ethnicity, religion, gender, sexual orientation, national origin, disability, age, marital status, military status, pregnancy, or parenthood. EdWeek is committed to maintaining a diverse and multicultural working environment.

Education Week will not be able to sponsor applicants for work visas