Director, Scaled Customer Success

🕒 June 30

🇺🇸 United States – Remote

💵 $120k - $144k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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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 segments • Own expansion and retention strategy, including account mapping, cross-sell, upsell, and account expansion • Lead, coach, and develop frontline managers • Own and optimize the scaled coverage model with CS Operations, including data, systems, workflows, reporting, and capacity planning • Drive NRR, GRR, product adoption, customer health, renewal readiness, and engagement outcomes • Coach managers and CSMs to identify and influence growth opportunities • Design and improve the customer journey from onboarding through adoption, renewal, and expansion readiness • Partner with Customer Experience on onboarding, adoption campaigns, 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 • Shape the evolution of Newsela’s customer coverage model and lead adoption of new processes and systems • Define team roles, responsibilities, success metrics, and operating rhythms

🎯 Requirements

• 7+ years of experience in Customer Success, Account Management, or a similar customer-facing function • 3+ years managing people leaders, with success leading teams responsible for retention, adoption, customer health, and revenue outcomes • Experience in EdTech, K-12 education, SaaS, or institutional customer segments • Demonstrated success 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 customer journeys • Hands-on experience designing and implementing automation models for scaled Customer Success teams • Experience partnering with CS Operations on journeys, playbooks, health signals, lifecycle triggers, and automated engagement using Gainsight, Planhat, or similar platforms • Strategic, data-driven leadership using customer insights, business metrics, health data, capacity models, and team feedback • Ability to coach managers, set expectations, hold teams accountable, navigate ambiguity, and develop teams • Strong cross-functional influence with Operations, Product, Marketing, Sales, Enablement, and Customer Engagement teams • Highly organized and systems-minded approach, with ability to identify processes, tools, reporting, and workflows • Experience using AI tools to improve efficiency and productivity • Willingness to travel approximately 10–15% 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 and Rocket Lawyer • 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 and winter break (Dec 24th - Jan 1st) • Annual learning and development allowance for training sessions, classes, workshops, conferences, and educational materials • Incentive stock options