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Director, Scaled Customer Success (Remote, US)

Newsela· Customer
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Remote$120k - $144k + bonusexempt salariedPosted 3mo ago

About the role

Director level role responsible for defining and leading the strategy, execution, and performance of Newsela’s scaled customer segments (SMB and Schools), managing frontline managers, and driving revenue growth and customer health through a scalable, data-driven coverage model.

Responsibilities

  • Define and execute the long-term Scaled Customer Success strategy across Newsela’s SMB and Schools segments, including segmentation, digital/tech-touch engagement, and targeted human intervention.
  • Own expansion and retention strategy for high-volume SMB and Schools segments, mapping accounts, identifying cross-sell/upsell signals, and proactively pitching additional solutions.
  • Lead, coach, and develop frontline managers responsible for day-to-day scaled CS execution; establish management rhythms and performance development.
  • Own the scaled coverage model and collaborate with CS Operations to ensure data, systems, workflows, reporting, and capacity planning support the model.
  • Maintain accountability for core business outcomes (NRR, GRR, product adoption, customer health, renewal readiness, engagement) and use data to adjust strategy.
  • Build capability to identify and influence growth opportunities; coach teams on upsell signals and cross-functional collaboration with Sales/SDR.
  • Design and improve the scaled customer journey from onboarding through adoption, renewal, and expansion readiness; partner on scalable onboarding, campaigns, playbooks, and digital programs.
  • Build cross-functional partnerships with Sales, CS Ops, Product, Marketing, Enablement, and Customer Experience; advocate for scaled customers and create feedback loops for product and GTM.
  • Serve as a senior leader shaping Newsela’s customer coverage model and help teams adopt new processes, systems, and ways of working.
  • Clarify Scaled CS roles and responsibilities, success metrics, operating rhythms, and connection to broader outcomes.

Qualifications

  • 6+ years of experience in Customer Success, Account Management, or similar customer-facing function.
  • 2+ years of experience managing people leaders with a track record of driving retention, adoption, customer health, and revenue outcomes.
  • Experience in EdTech, K-12 education, SaaS, or institutional customer segments.
  • Proven success owning revenue metrics (NRR, GRR, Expansion ARR) and driving whitespace penetration, upsell, and cross-sell alongside renewals.
  • Experience building or optimizing scaled CS models (digital/tech-touch/hybrid) for high-volume accounts and scalable journeys.
  • Hands-on experience designing and implementing automation models to support scaled CS teams with CS Ops collaboration (Gainsight, Planhat, or similar).
  • Strategic, data-driven leadership using customer insights, metrics, health data, capacity models, and team feedback.
  • Passion for leading leaders; ability to coach managers, set expectations, and navigate ambiguity.
  • Strong cross-functional influence and collaboration with Operations, Product, Marketing, Sales, Enablement, and Customer Engagement.
  • Organized, systems-minded, focused on strategy, outcomes, and leadership; capable of defining processes, tools, reporting, and workflows without owning backend tech.
  • Experience using AI tools to drive efficiency.
  • Willingness to travel ~10-15%.
  • Legally authorized to work in the US.

Skills

Required:Scaled Customer Success leadershipAccount expansion and retention strategyData-driven decision makingAutomation and CS platform experience

Benefits

  • Health & Wellness: Comprehensive medical benefits with employer contribution to premiums and HSA; gym reimbursement; pet insurance; Calm app access; Rocket Lawyer.
  • Work From Home: Fully remote company; monthly tech stipend.
  • Supporting ALL Families: Parental leave, fertility support, adoption benefits, etc.
  • Financial Wellbeing: 401(k) with employer match.
  • Time Off: Flexible PTO, paid sick time, company holidays, winter break (Dec 24–Jan 1).
  • Professional Development: Annual learning and development allowance for external training and growth.
  • Make A Difference: Role contributes to education and student/teacher impact.
Last updated Oct 15, 2026. Interested? Apply on the company site.

About Newsela

Newsela | Content and assessment platform

Newsela’s products help teachers engage, support, and grow every learner with standards-aligned, differentiated instructional content and AI-powered tools.

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