Director, Scaled Customer Success (Remote, US)

We are looking for a Director, Scaled Customer Success to join our Customer Success team. Reporting to the VP, Customer Success, you will be responsible for defining and leading the strategy, execution, and performance of Newsela’s scaled customer segments, including SMB and Schools. You will lead frontline managers, design and optimize our scaled coverage model, and ensure our teams are delivering strong customer outcomes across adoption, retention, renewal readiness, and long-term account health.

Responsibilities

Define and execute the long-term Scaled Customer Success strategy across Newsela’s SMB and Schools customer segments; Own the expansion and retention strategy across the high-volume SMB and Schools segments, converting adoption and customer health into predictable account growth; Lead, coach, and develop frontline managers who are responsible for the day-to-day execution of scaled customer success motions; Own the scaled coverage model and partner closely with CS Operations; Maintain accountability for core business outcomes across the scaled customer segments, including NRR, GRR, product adoption, customer health, renewal readiness, and engagement; Build the team’s ability to identify and influence growth opportunities across the scaled customer base; Design and improve the scaled customer journey; Build strong cross-functional partnerships with Sales, CS Operations, Product, Marketing, Enablement, and Customer Experience; Serve as a senior leader within the Customer Success organization; Bring clarity to what the Scaled CS team owns and how the team operates

Requirements

7+ years of experience in Customer Success, Account Management, or a similar customer-facing function; 3+ years of experience managing people leaders, with demonstrated success leading teams that drive and improve retention, adoption, customer health, and revenue outcomes; Experience in EdTech, K-12 education, SaaS, or institutional customer segments; Demonstrated success owning revenue metrics (NRR, GRR, Expansion ARR) and driving proactive whitespace penetration, upsells, and cross-sells alongside renewal execution; Experience building, leading, or optimizing scaled customer success models, including digital-touch, tech-touch, or hybrid coverage approaches; Hands-on experience designing and implementing automation models that support scaled Customer Success teams, alongside comfort partnering with CS Operations to build and optimize journeys, playbooks, health signals, lifecycle triggers, and automated engagement motions in tools like Gainsight, Planhat, or similar CS platforms; A strategic, data-driven leadership style that relies on customer insights, business metrics, health data, capacity models, and team feedback; A passion for leading leaders, with the proven ability to coach managers, set clear expectations, hold teams accountable, navigate ambiguity, and create an environment where people can grow, perform, and prioritize through complexity; Strong cross-functional influence and skills in partnering with Operations, Product, Marketing, Sales, Enablement, and Customer Engagement teams; A highly organized and systems-minded approach; Experience using AI tools to drive greater efficiency and productivity; Open to travel as needed, approximately 10-15%; Legally authorized to work in the US

Benefits

Comprehensive medical benefits with employer contribution to premiums and to HSA accounts; Gym reimbursement; Pet insurance; Free access to Calm app; Rocket Lawyer; Monthly tech stipend for WFH; Parental leave; Fertility support; Adoption support; 401(k) with employer match; Flexible PTO; Paid sick time off; Company holidays plus winter break (Dec 24th - Jan 1st); Annual learning and development allowance; Incentive stock options; Variable compensation