Director, Scaled Customer Success

🕒 June 30

🇺🇸 United States – Remote

💵 $120k - $144k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 41%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Newsela

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

📚 Education

🛍️ eCommerce

👥 B2C

💰 $100M Series D on 2021-02

Education • eCommerce • B2C

Newsela is a fast-growing education technology startup with a single ambitious goal: Meaningful classroom learning for every student. We provide engaging, relevant instructional content for teachers that both educates and inspires. With nearly two million teachers signed up, Newsela is helping kids improve their reading skills in all 50 states and more than 150 countries. We seek passionate, creative employees with quick minds and warm hearts. If you believe that all students deserve a more rigorous, more personalized learning experience, please apply to join our team.

📋 Description

• Define and execute the long-term Scaled Customer Success strategy for SMB and Schools customer segments • Determine customer segmentation and the appropriate use of digital, tech-touch, and human engagement • Own expansion and retention strategy across high-volume SMB and Schools segments • Equip managers and teams to map accounts, identify cross-sell and upsell signals, and pitch additional solutions • Lead, coach, and develop frontline managers • Establish management rhythms including 1:1s, performance conversations, career development, team health monitoring, and leadership coaching • Own the scaled coverage model and partner with CS Operations on data, systems, workflows, reporting, and capacity planning • Maintain accountability for NRR, GRR, product adoption, customer health, renewal readiness, and engagement • Analyze customer data, team insights, lifecycle trends, and business metrics to identify risks and opportunities • Coach managers and CSMs to identify growth opportunities and partner with Sales and SDR teams • Design and improve the customer journey from onboarding through adoption, renewal, and expansion readiness • Partner with Customer Experience on scaled onboarding, adoption campaigns, customer education, webinars, playbooks, and digital programs • Build cross-functional partnerships with Sales, CS Operations, Product, Marketing, Enablement, and Customer Experience • Represent scaled customer feedback in product, process, enablement, and go-to-market decisions • Identify gaps, propose solutions, influence change, and support adoption of new processes and systems • Define team roles and responsibilities, success metrics, operating rhythms, and connections to broader business outcomes • Report to the VP of Customer Success

🎯 Requirements

• 6+ years of experience in Customer Success, Account Management, or a similar customer-facing function • 2+ 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 • Experience owning NRR, GRR, and Expansion ARR metrics • Experience driving whitespace penetration, upsells, cross-sells, and renewals • Experience building, leading, or optimizing scaled customer success models, including digital-touch, tech-touch, or hybrid coverage • Experience overseeing a large number of accounts and designing impactful customer journeys • Hands-on experience designing and implementing automation models for scaled Customer Success teams • Experience partnering with CS Operations to build and optimize journeys, playbooks, health signals, lifecycle triggers, and automated engagement motions • Familiarity with Gainsight, Planhat, or similar CS platforms • Strategic, data-driven leadership style using customer insights, business metrics, health data, capacity models, and team feedback • Ability to coach managers, set clear expectations, hold teams accountable, navigate ambiguity, and lead through complexity • Strong cross-functional influence and partnership skills with Operations, Product, Marketing, Sales, Enablement, and Customer Engagement teams • Highly organized and systems-minded approach, with ability to identify necessary processes, tools, reporting, and workflows • Experience using AI tools to drive efficiency and productivity • Open to approximately 10–15% travel as needed • Legally authorized to work in the US • Successful completion of a pre-employment background check

🏖️ Benefits

• Comprehensive medical benefits with employer contribution to premiums and HSA accounts • Gym reimbursement • Pet insurance • Free access to the Calm app • Free access to Rocket Lawyer • Fully remote work • Monthly tech stipend for work-from-home needs • Parental leave • Fertility support • Adoption support • 401(k) plan with employer match • Flexible PTO • Paid sick time off • Company holidays • Winter break from December 24 to January 1 • Annual learning and development allowance for training sessions, classes, workshops, conferences, and educational materials • Incentive stock options • Variable compensation eligibility