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Director, Scaled Customer Success (Remote, US)

1 month, 1 week ago
United States
Full-time
Executive
Customer Success
Customer and Technical Support
Apply Now
Newsela

Newsela

Newsela is an Instructional Content Platform that supercharges reading engagement and learning in every subject. They provide engaging, relevant instructional content for teachers that both educates and inspires. With a focus on meaningful classroom le...

Diversified Consumer Services
251-1K
Founded 2013
$172M raised
View All Jobs 12

Description

  • Define and execute the long-term scaled customer success strategy for Newsela’s SMB and Schools segments.
  • Lead, coach, and develop frontline managers responsible for scaled customer success execution.
  • Own the scaled coverage model and partner with Customer Success Operations on data, systems, workflows, reporting, and capacity planning.
  • Track business outcomes across scaled accounts, including NRR, GRR, product adoption, customer health, renewal readiness, and engagement.
  • Use customer data, team insights, lifecycle trends, and performance metrics to identify risks, opportunities, and strategic adjustments.
  • Coach managers and CSMs to identify upsell signals, surface customer needs, and coordinate growth opportunities with Sales and SDR teams.
  • Design and improve the scaled customer journey from onboarding through adoption, renewal, and expansion readiness.
  • Partner with Customer Experience on onboarding, adoption campaigns, customer education, webinars, playbooks, and digital programs.
  • Build cross-functional partnerships with Sales, Product, Marketing, Enablement, CS Operations, and Customer Experience to represent the voice of the customer.
  • Establish clear team roles, operating rhythms, success metrics, and ways of working for the Scaled CS organization.

Requirements

  • 7+ years of experience in Customer Success, Account Management, or a similar customer-facing function.
  • 3+ years of experience managing people leaders.
  • Demonstrated success leading teams that improve retention, adoption, customer health, and revenue outcomes.
  • Experience in EdTech, K-12 education, SaaS, or institutional customer segments strongly preferred.
  • Experience building, leading, or optimizing scaled customer success models with digital-touch, tech-touch, or hybrid coverage approaches.
  • Hands-on experience designing and implementing automation models for scaled Customer Success teams.
  • Experience working with CS platforms such as Gainsight, Planhat, or similar tools.
  • Strong strategic, data-driven leadership style using customer insights, business metrics, health data, and capacity models.
  • Proven ability to coach managers, set expectations, hold teams accountable, and lead through ambiguity.
  • Strong cross-functional influence and partnership skills across Operations, Product, Marketing, Sales, Enablement, and Customer Engagement teams.
  • Highly organized, systems-minded approach to strategy, outcomes, and leadership.
  • Experience using AI tools to drive efficiency and productivity.
  • Willingness to travel approximately 10-15% as needed.
  • Legally authorized to work in the US.
  • Background check required as part of the pre-employment process.

Benefits

  • Comprehensive medical benefits with employer contributions to premiums and HSA accounts.
  • Monthly tech stipend for remote work needs.
  • Fully remote work environment.
  • Parental leave, fertility support, and adoption benefits.
  • 401(k) plan with employer match.
  • Flexible PTO, paid sick time, company holidays, and winter break from Dec. 24 to Jan. 1.
  • Annual learning and development allowance for training, classes, workshops, conferences, and educational materials.
  • Additional wellness perks including gym reimbursement, pet insurance, and free access to the Calm app and Rocket Lawyer.
  • Total compensation includes a base salary of $120,000-$144,000, on-target commission of $40,000, and OTE of $160,000-$184,000.
  • Role is eligible for incentive stock options and variable compensation.

Interested in this position?

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