Job details

Senior Analyst, Customer Success Operations

The role:

The Senior Analyst, Customer Success Operations will support the execution of our Go-to-Market strategy for Customer Success, Professional Services, and Customer Support organizations. As a member of our growing Customer Operations team, you'll report directly to the Senior Manager of Customer Operations. You'll partner with teams across Newsela including Customer Success management, People, and FP&A to maintain the Customer Success field roster and you will support the design and administration of the Customer Success field team compensation plan.

Why you'll love this role:

You will be a part of our at-scale CS program development and system implementation
You will have a direct impact on Newsela's Account Health Scoring rollout
You will establish and maintain reporting and dashboards that provide insights into team performance, leveraging data-driven insights to help CS reach their objectives (Gainsight and Salesforce)

Why you're a great fit:

You have 3+ years of experience in an Operations role, including practical experience with reporting/dashboarding and working within Gainsight
You possess a working knowledge of standard SaaS renewal and customer engagement processes
You have intermediate to advanced analytical skills in MS Excel, Google Sheets, or comparable tools
You have experience with process design and transitioning from concept to technical specifications in partnership with a system administrator
You have excellent communication skills, with the ability to work closely with cross-functional peers and Customer Success leadership

Base compensation range: $100,000 - $115,000. Total compensation for this role also includes incentive stock options and benefits. This compensation range and title may be adjusted based on actual experience.

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.